Sr. Customer Delivery Manager

About Hercules

Hercules helps finance and operations leaders solve problems that are too complex, large-scale, or time-consuming for human teams to manage alone. Its platform automates the validation and verification of data across millions of high-volume, rules-based transactions, improving billing accuracy, reducing costs, and accelerating cash flow. Built on a modular, multi-AI agent architecture, Hercules delivers industry-specific solutions for staffing, insurance, government, and financial services. Its accuracy and consistency enable enterprises to achieve levels of precision and speed that were previously out of reach. 

Headquartered in the United States, Hercules also has offices in the United Kingdom, Armenia, Canada, and Portugal. 

About the role

We’re looking for a rare blend of operator and strategist—someone who can own the full Customer lifecycle from first deployment to long-term success, and who is energized by the challenge of doing it better every time. This is not a siloed role. You will serve as the single point of accountability across project delivery, technical deployment, customer success, and frontline support for your portfolio of enterprise accounts.  

This role was intentionally designed to consolidate what have traditionally been four separate functions—Project Management, Implementation/Deployment Engineering, Customer Success, and Technical Support—into one senior individual contributor who can move fluidly across all of them. You’ll plan the project, configure the deployment, train the users, monitor adoption, and troubleshoot issues—all while continuously identifying ways to automate and improve the process through AI tooling and operational excellence. 

What you'll do

Project Governance & Delivery 

• Own the end-to-end onboarding journey for enterprise Customers, ensuring AI deployments are delivered on time, within scope, and aligned with Customer requirements. 

• Build and maintain project plans, timelines, baselines, and risk registers. Lead weekly cadence meetings with executive stakeholders and provide dashboard summaries on project and portfolio progress. 

• Manage internal and external resource coordination, meeting scheduling, agendas, and detailed post-meeting minutes across all active engagements. 

• Maintain the Hercules Enterprise Playbook, including review of implementation guides, user manuals, and internal process documentation. 

Customer Deployment and Configuration 

• Lead AI Assisted Customer Post Sales Discovery sessions to uncover gaps with current onboarding plans 

• Act as the technical liaison between our engineering teams and DevOps Team for our SAAS based solution and the Customer’s IT organization, developing an intimate understanding of each customer’s technical capabilities, and constraints. 

• Work with Customer to understand their desire for specific configuration options and provide insight to Product on any changes that may be required. 

• Coordinate deployment timelines between the Customer’s team and internal DevOps/engineering resources, ensuring environment readiness and smooth handoffs at each stage of the implementation. 

• Own the UAT and acceptance testing process with the Customer, ensuring validation criteria are met before go-live and that any gaps are resolved collaboratively with engineering. 

Customer Success & Adoption 

• Serve as the trusted advisor for your accounts post-deployment—monitoring adoption metrics, conducting health checks, and building joint success plans with Customers. 

• Proactively identify adoption gaps through usage data analysis and develop targeted intervention strategies to maximize the value Customers derive from the platform. 

• Create and deliver Quarterly Business Review packages, including usage analytics, technical improvement roadmaps, and strategic recommendatio