Customer Delivery Manager

Cerby is a mission-critical cybersecurity company that redefines secure cloud access for distributed teams. The Customer Delivery Manager will lead customers through a successful onboarding journey, ensuring seamless deployments and driving adoption and satisfaction through effective project management and cross-functional collaboration.

Responsibilities:

• Lead the full project lifecycle from kickoff to go-live across multiple customers, developing and managing project plans, timelines, and deliverables
• Coordinate cross-functional execution across Engineering, Solutions, Product, and Support teams to remove blockers and ensure on-time, in-scope delivery
• Monitor project health, mitigate risks, and provide transparent documentation and status updates to internal and customer stakeholders
• Serve as the primary delivery lead and trusted advisor during onboarding, facilitating discovery sessions and translating customer goals into milestones
• Configure and deploy the Cerby platform to meet customers’ unique technical environments and objectives, handling tasks like migrations, environment setup, enablement, and training
• Drive adoption and satisfaction, communicating proactively and partnering with Customer Success Managers for smooth handoffs post-implementation
• Lead integrations with identity systems like Okta, Azure AD, Ping Identity, CyberArk, and custom disconnected app workflows
• Adhere to IAM and ZeroTrust best practices, and troubleshoot issues related to APIs, authentication, and configuration
• Surface critical feedback and early usage insights to Product and Engineering for continuous improvement
• Develop and maintain onboarding playbooks, implementation guides, FAQs, training materials, and internal documentation
• Identify process inefficiencies and propose improvements to increase delivery predictability, efficiency, and customer satisfaction
• Conduct customer training sessions—virtual and in-person—to empower effective product usage

Requirements:

• 5+ years in project management, technical onboarding, customer delivery, or customer engineering within SaaS—ideally in Identity, Security, or IT infrastructure
• Experience managing technical SaaS implementations, preferably in Identity, Security, or IT infrastructure
• Hands-on experience with IdP/PAM solutions (Okta, Azure AD, CyberArk, Ping Identity), authentication protocols (OAuth, SAML), REST APIs, integrations, and troubleshooting
• Strong organizational, communication, and stakeholder management abilities; adept at translating between technical and non-technical audiences
• Strong organizational skills with a track record of managing multiple concurrent projects
• Comfortable collaborating with technical teams and translating between technical and non-technical audiences
• Project management certifications (PMP, CSM)
• Experience scripting or coding (Python, PowerShell, Bash)
• Familiarity with compliance frameworks (SOC 2, ISO 27001)
• Background in high-growth SaaS or cybersecurity environments