Service Delivery Manager

US East Coast

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.

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 Blog.

**You might be our newest Scorer if you have**:

- **5+ years of experience** in Customer Success and/or 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 growth.
- **Commercial 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.

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.