Customer Success Manager

Job Title: Delivery and Success Manager Employment Status: Full-time Office Hours: Monday - Friday; 4:1 hybrid schedule Location: Boston, Massachusetts Compensation: $90,000 - $115,000 base + variable + equity options *compensation may be negotiated based on experience level About Ketryx: Ketryx is an AI software platform that enables healthcare life sciences companies to ship life‑saving regulated products in weeks instead of years. Exploding product complexity is burying companies in compliance paperwork and blocking innovation. Our AI software removes this friction, dissolving the historical tradeoff between innovation and compliance, and enables regulated industries to innovate at the pace of modern software. Just two years since launch, Ketryx already touches the lives of 25M patients and powers 3 of the world’s top 5 MedTech companies and 25% of the Fortune 500 MedTech market. Backed by Lightspeed Ventures, our founders are the former Head of AI at Amgen and CTO of Wolfram Cloud. Healthcare and life sciences is just the beginning for us. Automotive, aerospace, energy — if it’s regulated, it’s because society decided it matters. These products move humanity, shape our future, and are safety‑critical. Come join us and help build the AI platform to power safe innovation. The Role As a Delivery and Success Manager at Ketryx, you will lead strategic client engagements, guiding enterprise MedTech companies through onboarding and implementation. You’ll act as a trusted advisor, collaborating with regulatory and solutions experts to solve complex technical challenges and drive measurable business value. This role is ideal for a self‑starter who thrives in a fast‑paced, high‑growth environment and wants to make a direct impact on both clients and patient safety. You’ll have the autonomy to shape outcomes and grow your career as Ketryx continues to scale. Responsibilities Lead key client relationships from onboarding to long‑term partnership and success. Work as part of a team of SMEs, account managers, and consultative experts to deliver value across technical and regulatory domains. Act as a trusted advisor using strong consultative skills to identify challenges and drive measurable outcomes. Partner directly with customer stakeholders to facilitate strategic discussions, drive decision‑making, and ensure alignment. Conduct onsite sessions to understand client workflows, process bottlenecks, and critical questions, mapping opportunities to optimize operations through Ketryx. Manage multiple client portfolios, balancing priorities and deadlines. Partner with Engineering, Product, and Quality to align client needs with product evolution. Lead process improvements that enhance scalability, efficiency, and team performance. Facilitate workshops and training sessions to ensure the product meets user needs and drives tangible operational results. Technical & Quality Expertise Collaborate closely with Quality SMEs and Solution Architects to implement tailored configurations and ensure clients meet both technical and regulatory requirements. Develop deep expertise in the Ketryx platform and regulated development workflows. Guide clients on platform configuration, documentation, and compliance practices. Build and mentor high‑performing teams. Foster a high‑trust, accountable, and collaborative culture. Required Skills 5–10 years in client‑facing or operational leadership roles in SaaS, MedTech, or regulated industries. Experience leading cross‑functional teams and managing complex portfolios. Familiarity with safety‑critical or compliance‑driven environments. Experience managing full implementation lifecycle: project planning, requirements gathering, migration, configuration, validation, go‑live. Understanding of quality systems and regulatory frameworks (ISO 13485, ISO 14971, IEC 62304, 21 CFR Part 820). Technical fluency with software and quality processes. Outstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization. Ability to drive effective and influencing conversations at the program level; facilitate difficult discussions and be adept at handling objections. Ability to facilitate complex discussions, handle objections, and drive consensus. Bachelor’s degree in engineering, life sciences, or related field, or equivalent experience. Preferred Skills Experience in customer success, professional services, or product operations in B2B SaaS. Background in quality, regulatory affairs, or systems engineering. Familiarity with Software as a Medical Device (SaMD). Experience working in an early stage, product‑based start up. Keywords: customer success, professional services, systems engineer, Solutions Architect, Software as a Medical Device, SaMD, product management, technology, client management, quality, regulatory, system engineer, B2B What We Offer Competitive compensation Work in an exciting field with a positive impact on the world Opportunity to learn and grow as part of a global team Generous PTO for full‑time Ketryx is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances Ketryx is saving and improving lives by making medical software safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. We believe that, by automating much of the documentation and quality processes, teams will be able to produce safer and more innovative medical software faster. Ketryx is at the forefront of helping teams incorporate AI/ML into medical software and that’s why we need you! #J-18808-Ljbffr