Job Specifications
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
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About the Company
Indico Data's Decision Automation Platform powers insurance with real-time, actionable insights from unstructured data—fueling smarter risk assessment, sharper claims evaluation, and streamlined policy management.
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