Ketryx
Job Title
Customer Success Manager, Mid-Market
Employment Details Employment Status:
Full-time Office Hours:
Monday - Friday; 4:1 hybrid schedule Location:
Boston, Massachusetts Compensation:
$130,000 - $160,000 OTE + equity options (may be negotiated based on experience level)
About Ketryx Ketryx is on a mission to save and improve lives by making medical software and AI safe, secure, and reliable. We empower software teams building medical applications to create compliant, high‑quality products that patients and providers around the world can trust. By automating the complex documentation and quality processes that traditionally slow innovation, we help teams build safer, more innovative medical software—faster.
The Role As a Customer Success Manager, Mid‑Market, 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.
Responsibilities
Manage a defined portfolio of post‑implementation customers by monitoring health, engagement, and value realization. Lead regular business reviews to discuss outcomes, usage patterns, and evolving needs.
Identify and mitigate risk by tracking adoption trends, configuration issues, feature gaps, and support signals—and coordinating the right internal resources to address them quickly.
Deliver ongoing technical and strategic guidance, including configuration refinements, best‑practice recommendations, and roadmap alignment to help customers maximize value.
Drive adoption through targeted engagement such as feature trainings, enablement sessions, and other scalable programs that deepen product usage.
Partner with customer intelligence/analytics to inform health scoring and account strategy using usage insights, leading indicators, and expansion potential.
Act as a trusted technical and business advisor, connecting customer goals with internal teams (product, support, sales, services) and executing light configuration or advisory work tied to optimization or growth opportunities.
What We’re Looking For
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.
Strong 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.
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 SaaS/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).
Prior experience working directly with sales teams to influence renewal/upsell/expansion.
What We Offer
Competitive compensation
Generous stock options
Opportunity to 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 employees
Equal Opportunity Statement 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.
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
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Employment Details Employment Status:
Full-time Office Hours:
Monday - Friday; 4:1 hybrid schedule Location:
Boston, Massachusetts Compensation:
$130,000 - $160,000 OTE + equity options (may be negotiated based on experience level)
About Ketryx Ketryx is on a mission to save and improve lives by making medical software and AI safe, secure, and reliable. We empower software teams building medical applications to create compliant, high‑quality products that patients and providers around the world can trust. By automating the complex documentation and quality processes that traditionally slow innovation, we help teams build safer, more innovative medical software—faster.
The Role As a Customer Success Manager, Mid‑Market, 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.
Responsibilities
Manage a defined portfolio of post‑implementation customers by monitoring health, engagement, and value realization. Lead regular business reviews to discuss outcomes, usage patterns, and evolving needs.
Identify and mitigate risk by tracking adoption trends, configuration issues, feature gaps, and support signals—and coordinating the right internal resources to address them quickly.
Deliver ongoing technical and strategic guidance, including configuration refinements, best‑practice recommendations, and roadmap alignment to help customers maximize value.
Drive adoption through targeted engagement such as feature trainings, enablement sessions, and other scalable programs that deepen product usage.
Partner with customer intelligence/analytics to inform health scoring and account strategy using usage insights, leading indicators, and expansion potential.
Act as a trusted technical and business advisor, connecting customer goals with internal teams (product, support, sales, services) and executing light configuration or advisory work tied to optimization or growth opportunities.
What We’re Looking For
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.
Strong 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.
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 SaaS/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).
Prior experience working directly with sales teams to influence renewal/upsell/expansion.
What We Offer
Competitive compensation
Generous stock options
Opportunity to 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 employees
Equal Opportunity Statement 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.
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
#J-18808-Ljbffr