Delivery Success Manager

The Delivery Success Manager (DSM) ensures high-quality and successful service delivery from our extended network of service partners. The DSM acts as the central point of contact, advocating for service excellence while collaborating closely with customers, partners, and internal teams. The role is crucial for identifying and resolving delivery challenges, reinforcing best practices, and driving ongoing improvement in partner-led customer engagements. Success in this position requires strong partner management, service delivery expertise, and project management skills, alongside a proactive drive for customer success.

In this role, you will:

• Establish and maintain productive, collaborative relationships with partner delivery resources.
• Facilitate regular communications and governance meetings with partners to review project progress, address concerns, and align on standards.
• Ensure partner compliance with agreed service delivery frameworks, methodologies, and quality standards.
• Oversee the delivery and quality of partner-led services through routine reviews and gathering customer feedback.
• Proactively identify risks and collaborate with partners to implement mitigation strategies.
• Lead the resolution of delivery escalations, maintaining clear and effective communication.
• Champion continuous improvement by identifying and enacting process enhancements that optimize partner delivery.
• Serve as a customer advocate, managing expectations and driving satisfaction throughout the service lifecycle.
• Help remove internal roadblocks that may impede partner success, acting as an advocate within the organization.
• Work closely with product, engineering, and support teams to resolve partner-reported issues and identify trends for systemic improvement.
• Facilitate joint problem-solving between internal and partner teams to address root causes and implement corrective actions.

You’ve got what it takes if you’ve got:

• 3-5 years’ experience managing or overseeing technical service/implementation delivery through external partners.
• A strong understanding of SaaS implementation methodologies and best practices.
• Excellent written, verbal, and presentation communication skills.
• A proven track record in building strong relationships and influencing stakeholders at all levels.
• Strong analytical and problem-solving abilities with a data-driven approach to performance improvement.
• Experience using project management tools and methodologies.
• Bachelor’s degree or equivalent experience.

Core Skills:

• Service Delivery Expertise: Deep knowledge of SaaS methodologies and frameworks (e.g., ITIL); ability to monitor KPIs; experience with quality assurance.
• Project & Program Management: Ability to manage multiple partner engagements, review plans, identify risks, negotiate, and influence without authority.
• Problem-Solving & Analytical Skills: Strong analytical mindset to address delivery issues and recommend solutions; data-driven decision-making.
• Communication & Interpersonal Skills: Outstanding communication, facilitation, collaboration, active listening, and empathy across cross-functional teams.
• Technical Aptitude: Solid grasp of SaaS platforms and underlying technology; ability to explain technical concepts in business terms.
• Risk Management & Mitigation: Identifying risk areas and designing mitigation plans; managing and escalating critical issues as needed.
• Process Improvement: Continuous improvement mindset for process enhancements and process documentation.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 133100 - 213000 PLN.

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