Client Delivery & Success Manager

The Role

We’re hiring for a Client Delivery & Success Manager to take ownership of our first paid customer engagements, ensuring they deliver measurable value while becoming referenceable case studies. You’ll oversee the end-to-end journey from statement of work to go-live and beyond, combining project management, business analysis, and customer success into a single accountable role.

This is a hands-on role that would suit someone who thrives in dynamic environments. You’ll work on high-impact implementations in regulated industries such as banking, insurance, and accountancy, collaborating closely with our product, engineering, commercial teams and external stakeholders.

This position offers the chance to make a real impact, defining how UnlikelyAI delivers value to customers, builds trust, and scales our go-to-market operations.

What You’ll Do

In this role, you’ll be responsible for delivering meaningful impact through your expertise:

• Lead the full customer delivery lifecycle from signed SOW through to measurable ROI and case study.
• Run structured discovery, documenting current-state and future-state workflows, and translating these into clear user stories and acceptance tests.
• Define and track success metrics such as accuracy, cycle-time reduction, and adoption rates, ensuring outcomes are evidenced and auditable.
• Proactively identify and manage customer expectations of delivery and ensure these expectations are aligned with internal delivery milestones.
• Manage governance and project hygiene: RAID logs, decision registers, steering committees, and change control.
• Design and deliver customer enablement programmes, including training, adoption plans, and go-live runbooks.
• Produce evidence packs (before/after metrics, explainability artefacts, audit trails) to support compliance and renewals.
• Act as the bridge between customers, growth and product, capturing feedback and translating it into actionable insights for the roadmap.

What We’re Looking For

We’re seeking someone who combines delivery excellence with stakeholder empathy, analytical rigour, and a bias for action:

• Proven experience leading client delivery, implementation, or engagement projects in B2B SaaS, PaaS or consulting.
• Strong business analysis skills, with the ability to map processes and define clear requirements and acceptance criteria.
• Track record of delivering successful projects in regulated industries such as banking, insurance, or accountancy.
• Excellent stakeholder management, communication, and documentation skills.
• Confidence with data (e.g. wrangling spreadsheets, interpreting metrics, producing evidence).
• Ability to work independently in a fast-paced startup environment, balancing structure with flexibility.
• Established professional experience (approx 3–7 years), ready to step into ownership of client delivery and success. Confidence and autonomy are key.

Desirable (nice to have):

• Experience with compliance frameworks, audit processes, or model governance.
• Familiarity with financial services operations, claims workflows, or financial reporting.

What’s in it for You

Joining UnlikelyAI means working on technology that is reshaping what AI can achieve, while building your career in a pivotal delivery role:

• The chance to define how we deliver value to our first lighthouse customers and set the blueprint for future engagements.
• A collaborative, ambitious team culture where your work directly influences the company’s growth trajectory.
• Exposure to cutting-edge neurosymbolic AI and the opportunity to shape best practices in high-trust deployments.
• Clear line of sight from your work to measurable impact, customer success, and company growth.

Working at UnlikelyAI

We offer a range of benefits and perks designed to support our team’s wellbeing and work-life balance:

• Hybrid working arrangement, flexibly balancing home and office time
• Office in Bloomsbury, five minutes from Tottenham Court Road and Holborn stations
• Free team lunches every Tuesday, Wednesday and Thursday
• Optional social and extra-curricular activities throughout the year
• Annual offsite, usually to an international location, where we can work and socialise in the sun

Equal Opportunities

We are committed to having a truly diverse team where everyone is encouraged to be their authentic selves. We do not discriminate in employment based on gender, race, religion, sexual orientation, national origin, political affiliation, disability, age, marital status or genetic information. Having a broad mix of people helps us to be the best we can.