Job Description — Customer Delivery Manager (UK)
Location: London, UK
Function: Professional Services / Customer Success (Hybrid)
Reporting To: SVP Delivery
About Indico Data
Indico Data is the leading Agentic AI platform for insurance decision-making, recognized by industry analysts and experts for its impact across underwriting, claims, and policy servicing.
Role Overview
You will own strategic enterprise customers end-to-end — from onboarding through renewal and expansion — and serve as a trusted advisor through complex transformation programs. UK/Insurance expertise is a strong differentiator. This position is a blend of two critical Delivery motions:
- Customer Success Management — ensuring adoption, retention & value realization
- Engagement Management — driving customer onboarding motions inclusive of use case scoping, project delivery, and stakeholder alignment
Why This Role Matters
Indico’s growth depends on transforming initial customer wins into scalable, multi-LoB enterprise programs — this role ensures we protect what we sell and sell to our services & software strengths.
Ideal Candidate
Former management consultant with SaaS delivery experience, strong executive presence, ability to lead multiple transformation efforts, and commercial/contractual fluency.
Key Responsibilities
Customer Success (60%)
- Own strategic account planning, EBRs, and stakeholder management for assigned customers
- Own expansion and upsell pipeline
- Track and improve usage, customer satisfaction, and ROI/benefit realization
Engagement Management (30%)
- Lead implementation efforts from design through testing & deployment
- Coordinate scoping, resource planning, and execution across internal teams
- Translate business/operational needs into design requirements
- Manage multiple concurrent workstreams with clear communication and risk controls
- Develop business cases and value narratives to support renewal and customer retention efforts
Program Maturity Support (10%)
- Contribute to continuous improvement of methodologies, playbooks, and enablement content
- Serve as escalation owner for Delivery and product adoption blockers
- Support partner delivery interactions as we scale SI collaboration
Candidate Background & Skills
- Required
- 6+ years relevant experience in enterprise SaaS delivery, consulting, or transformation roles
- Demonstrated success running complex, executive-visible programs
- Executive presentation skills (e.g. presenting to senior stakeholders and navigating enterprise politics)
- Technical aptitude for complex platforms; comfortable learning new AI/automation tech quickly
- Prior commercial negotiation ownership (renewals, expansions, SoW development)
- Strong analytical, reporting and communication skills
- Ability to work independently in ambiguous environments and deliver under tight deadlines
- Preferred
- Delivery experience in Insurance, Financial Services, or other regulated industries
- Experience with AI/ML, document automation, or intelligent workflow platforms
Success Criteria (12 Months)
The role is successful when:
- 100% renewal of owned accounts; NDR target achieved or exceeded
- Customers demonstrate quantified value realization (ROI & adoption maturity benchmarks)
- Implementation plans deliver on-time production deployments with clearly defined success criteria met
- Customers become advocates (references, case studies, and expansion champions)
- Internal teams view you as the orchestrator of value and delivery predictability
