Service Delivery Manager (US)

Scoro is an all-in-one work management software that helps agencies, consultancies, and professional service businesses streamline projects and operations in a single platform.As a Service Delivery Manager, you'll ensure our customers get the most out of Scoro-from smooth onboarding to long-term success. You'll manage key accounts, drive adoption, and build strong relationships while working closely with Sales, Product, and Support teams to optimize workflows and deliver exceptional service.The ideal candidate has a proven Customer Success andor Project Delivery background within a SaaS company, excellent communication skills, and strong commercial acumen. You should be comfortable working across cross-functional teams in different locations and time zones.This is a fully remote role in the US, but you should be based in the Eastern Time Zone to collaborate effectively with European colleagues.Your responsibilities include: Service Delivery & Customer Success: Lead customer onboarding, ensuring projects run smoothly and meet key milestones. Provide executive support for critical issues and drive customer growth through strategic initiatives.Client Relationship Management: Act as the main point of contact, building strong relationships and driving renewals, upsells, and expansion opportunities. Regularly check in with clients to optimize their success.Collaboration & Teamwork: Work closely with Sales, Product, and Support to ensure a seamless customer experience. Foster a collaborative team environment and adapt to global time zones as needed.Continuous Improvement & Risk Management: Identify process improvements, track customer satisfaction, and proactively manage risks to enhance efficiency and prevent churn.Financial Ownership & Forecasting: Manage onboarding revenue, retention, and portfolio growth while ensuring accurate forecasting and resource allocation.Why Join Scoro?4-Day Work Week - Enjoy a full salary with no compressed hours.Stock Options Package - Share in Scoro's success and growth.Health Comes First - Aetna health insurance, three paid medical days, and partially covered mental health services.Pension - 401(k) with Safe Harbor Basic Match.Paid Maternity & Paternity Leave - 12 weeks of maternity and 8 weeks of paternity leave after 12 months of tenure.Continuous Learning - Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.Work Where You Thrive - Our US team is fully remote, but you should be based in the Eastern Time Zone.Global Gatherings - Meet the entire Scoro team at our bi-annual company-wide events in Estonia.A Unique Company Culture - Work in an international team built on trust, teamwork, and laughter. Get a glimpse of life at Scoro on Instagram and Scoro's BlogYou might be our newest Scorer if you have:5+ years of experience in Customer Success andor Project Delivery in a SaaS company, working with enterprise or mid-market accounts to drive SaaS adoption.A strong understanding of service management frameworks and best practices to enhance customer success and operational efficiency.Excellent communication, interpersonal, and negotiation skills to build meaningful relationships and support customer mercial and analytical acumen to identify opportunities, foster long-term customer success, and drive retention.The ability to work independently and collaboratively in a supportive team environment.Strong problem-solving and decision-making skills, with a proactive and solutions-focused approach.A leadership mindset, fostering teamwork, accountability, and continuous learning.Great time management skills to balance priorities while maintaining a healthy work-life balance.Strong product presentation skills to effectively demonstrate value.Fluency in English is essential.You get extra points for:Experience with ZenDesk, PlanHat, or other customer success tools.Background in the agency sector.Sales or pre-sales experience to support customer growth.Please do not see everything in this job ad as a "must have" but rather as a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"At Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Department Service Delivery Role Service Delivery Manager Locations US East Coast Employment type Full-time

Created: 2025-02-22