Customer Success Manager, Mid-Market

Job Title: Customer Success Manager, Mid-Market
Employment Status: Full-time
Office Hours: Monday - Friday; 4:1 hybrid schedule
Location: Boston, Massachusetts
Compensation: $130,000 - $160,000 OTE + 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 Customer Success Manager, you’ll partner with our customers to ensure that they are fully engaged, deriving value from our product, and positioned for growth. You will drive renewal conversations, identify opportunities for expansion, and act as a trusted advisor by delivering continuous-improvement services. 

This is a critical role for both our company and our customers. You’ll lead from the front: owning long-term executive relationships and helping our clients thrive and continuously increase ROI in some of the most complex and high-stakes environments in the world. If you’re a deeply experienced, humble, and commercially sharp leader who thrives at the intersection of product, quality, and service—we’d love to meet you.

Responsibilities:

• Define and maintain systems that support post-implementation value delivery, at scale. Work cross-functionally to productize workflows and frameworks related to risk assessment and health monitoring, product feedback and bottlenecks, new feature engagement, implementation hand-off and renewals.
• Proactively manage renewals for a defined portfolio of post-implementation customers by monitoring health, engagement, and value realization. Lead regular business reviews to discuss goals, solicit feedback, align on value delivery and needs.
• Mitigate risk and capture value-add opportunities by tracking adoption trends, configuration issues, feature gaps, and support signals,  and coordinating the right internal resources to address them quickly. You will partner with customer intelligence / analytics for usage insights, leading indicators, and expansion potential.
• Act as a trusted technical and business advisor, understand client workflows and configurations, and as a subject matter expert in Ketryx, communicate opportunities for them to drive automation, move more quickly, and ease workflows of more team members.
• Fulfill scoped expansions, including configuration refinements, best-practice recommendations, and roadmap alignment to help customers maximize value.
• Drive adoption through targeted engagements such as feature trainings, enablement sessions, and other scalable programs that deepen product usage.

What We’re Looking For:

• Demonstrated technical aptitude — able to understand product capabilities, support configurations and implementations, articulate technical concepts to non-technical stakeholders, and guide clients through technical decision-making.
• Proven experience (3+ years) in a post-sales / account management / customer success / technical account management role — ideally managing a book of clients in a SaaS or enterprise software environment. 
• Excellent interpersonal and communication skills — capable of building trust, conducting business reviews, navigating renewal conversations, and collaborating cross-functionally.
• Customer-centric mindset with strong problem-solving abilities, able to identify issues proactively and propose solutions that align with both customer needs and business objectives. 
• Experience driving adoption, performing training or enablement, and delivering advisory or configuration-related services to existing customers.

Preferred Skills:

• Experience in regulated industries
• Experience with complex SaaS products and subscription-based business models.
• Familiarity with data-driven customer health monitoring and analytics (e.g. using customer intelligence or usage data to inform engagement and renewal strategies).

Keywords: customer success, account manager, TAM, 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
• Generous stock options possible
• 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!