Customer Delivery Manager- NY/MA

About TetraScience

TetraScience is the Scientific Data and AI Company building Tetra OS, the operating system for scientific intelligence. We help the world’s leading life sciences firms turn fragmented scientific data into AI-native assets and scientific workflows that accelerate discovery, development, and manufacturing. TetraScience’s growing ecosystem of strategic partners includes NVIDIA, Databricks, Thermo Fisher Scientific, Snowflake, Google, and Microsoft.

In connection with your candidacy, you will be asked to carefully review The Tetra Way authored by our CEO, Patrick Grady; it is impossible to overstate the importance of this document, and you should take it literally as you decide whether our mission, culture, and expectations are right for you.

The Role

The Customer Delivery Manager is the operational heartbeat of the TetraScience account team after landing a new customer or expanding the relationship with an existing customer. Where the Scientific Solutions Partner (SSP) wins the vision and the Technical Delivery Director (TDD) sets the technical implementation strategy, the Customer Delivery Manager ensures that vision becomes reality — on time, on scope, and ahead of schedule. Both the SSP & Delivery roles share accountability for identifying and progressing expansion opportunities within their accounts.

The profile we are looking for is best described by a specific phenotype such as top tier consultants who went deep into biopharma. Someone who has lived inside these organizations, understands their political and procurement complexity, and knows how to clear the blockers — SSO, IT governance, vendor approval — that stall lesser implementations. At TetraScience, delivering on the contract ahead of schedule and showing value is the renewal and expansion strategy. Successful delivery always delivers scientific value as quickly as possible - TetraScience is not a service provider, we provide scientific outcomes.

This role owns the end-to-end delivery lifecycle for a portfolio of enterprise biopharma and life sciences customers, managing implementations & adoption of the Tetra Scientific Data Foundry and Tetra OS across the full medallion data architecture (bronze → silver → gold). The Customer Delivery Manager is a trusted operational partner to the customer, bridging internal TetraScience teams (engineering, professional services, product, science) with diverse customer stakeholders to drive measurable outcomes.

This is not a project coordination role. The Customer Delivery Manager is scientifically literate, politically adept, and commercially strategic — and capable of proactively identifying and closing risk across all three dimensions. In addition to delivery the Customer Delivery Manager will be relentlessly connecting the dots to identify the next expansion opportunities at all times.

TetraScience provides its Customer Delivery Managers with AI-powered tools — including Claude Cowork and Codex — that automate status reporting, triage, and contracting workflows, enabling each DM to manage a broader portfolio without sacrificing delivery quality.

What You’ll Do

Delivery Execution

• Own end-to-end program delivery for a portfolio of enterprise customers, including implementation of instrument connectivity, Tetra OS data pipeline configuration (bronze/silver/gold), and scientific use case enablement & adoption.
• Navigate the full complexity of enterprise pharma delivery environments: SSO provisioning, IT security reviews, validation hurdles, procurement workflows, and change control processes — clearing blockers proactively so that go-live happens ahead of schedule, not behind it
• Hold the delivery pace even when the customer isn't pressing. Look around corners for timeline drag and scope creep, and resolve them through direct action or by identifying & moving the customer stakeholders who can unblock.
• Lead project kick-off, milestone tracking, resource planning, scope management, and project closure across multiple concurrent workstreams
• Manage and document change requests, ensuring scope changes are assessed, approved, and communicated with minimal disruption to timelines
• Maintain rigorous delivery governance: roles, responsibilities, decision rights, and escalation paths
• Coordinate internal teams, external vendors, customer stakeholders and management on both sides to ensure effective scientific outcomes..

Customer Account Management

• Serve as the primary operational point of contact for customer delivery stakeholders (Lab IT, informatics, project management, and scientific leads)
• Navigate customer political dynamics with fluency — building trust across scientific, IT, and procurement stakeholders simultaneously
• Run structured customer update meetings, steering committees, and executive delivery reviews
• Proactively manage risks and customer expectations; surface issues early and drive to resolution before they become escalations
• Ensure successful customer handoff from implementation to steady-state, with clear documentation and success criteria met

Internal Collaboration

• Coordinate cross-functional TetraScience resources — scientific data engineers, technical architects, product — to meet delivery commitments
• Escalate technical issues to the Technical Delivery Director with clear context and business impact framing
• Contribute to continuous improvement of TetraScience’s delivery methodology, templates, and tooling

Requirements

What You Bring

• Undergraduate degree in a life science, chemistry, or engineering discipline preferred
• 5+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences IT program management — with direct experience inside or serving large biopharma organizations
• A track record of navigating complex enterprise environments & demonstrated ability to influence without direct authority: you know how to move procurement, IT security, and change control without losing momentum
• Strong scientific or laboratory domain literacy — you understand what it means to move instrument data from raw acquisition through processed and analysis-ready layers
• Political fluency in large pharma: you build trust across scientific, IT, and procurement stakeholders simultaneously, and you know when to push and when to wait
• Excellent communicator — equally comfortable in a working session with a data engineer as in a steering committee with a VP of Divisional IT
• Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies
• PMP, CSM, or equivalent certification preferred
• Ability to travel to customer sites routinely flexing based on specific account needs (baseline expectation 1x weekly)

Benefits

• 100% employer-paid benefits for all eligible employees and immediate family members
• Unlimited paid time off (PTO)
• 401K
• Flexible working arrangements - Remote work
• Company paid Life Insurance, LTD/STD
• A culture of continuous improvement where you can grow your career and get coaching

We are not currently providing visa sponsorship for this position