Delivery and Success Lead

Ketryx•Boston, MA

31d•$150,000 - $175,000•Hybrid

About The Position

As a Delivery and Success Lead, you will operate at a director level, owning the success of Ketryx’s most strategic and complex customer relationships after go-live. This role sits at the center of delivery, customer success, and account partnership, ensuring customers continue to realize value from Ketryx as their products, organizations, and needs evolve. You will lead high-impact post-production engagements, guiding customers through adoption, scale, and ongoing change. This includes coordinating complex initiatives, aligning cross-functional teams, and maintaining strong executive-level relationships. Success in this role requires sound judgment, commercial awareness, and the ability to drive outcomes in environments where clarity, trust, and execution matter. You will serve as a senior internal partner across Product, Engineering, Quality, Sales, and Support—helping prioritize customer needs, unblock delivery challenges, and inform how Ketryx improves its delivery model over time. This is a highly visible role with broad influence and ownership of outcomes.

Requirements

Experience in Regulated or High-Stakes Environments – Proven success working with complex enterprise customers in environments where precision, reliability, and trust matter.
Customer Delivery and Success Leadership – Experience owning post–go-live customer outcomes, including adoption, ongoing change, and long-term value realization.
Technical and Operational Fluency – Comfort working across software platforms, product development lifecycles, and customer operations.
Client and Stakeholder Management – Ability to lead senior customer relationships and navigate competing priorities.
Strong Communication and Presence – Clear, confident communicator across executive, technical, and cross-functional audiences.
Execution and Prioritization – Ability to manage multiple initiatives simultaneously while maintaining focus and momentum.

Nice To Haves

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 in high-growth, mission-driven startup environments.

Responsibilities

Lead Strategic Client Engagements - Own senior-level relationships with a portfolio of complex, post-production customers. Serve as a trusted partner and ensure customers achieve sustained value through the Ketryx platform.
Ensure Delivery Excellence Across Portfolios - Drive consistent, high-quality execution across multiple concurrent customer engagements. Bring clarity, structure, and momentum to complex post-production initiatives.
Drive Customer Success and Retention - Guide customers through ongoing adoption and change after go-live. Identify risks early, support resolution, and partner with Sales and Customer Success to reinforce long-term relationships.
Support Commercial Growth - Help identify and support account expansion opportunities by articulating value, reinforcing trust, and contributing to renewal and growth conversations.
Shape Client Operations Strategy and Systems - Contribute to the evolution of Client Operations processes, tools, and delivery standards by identifying patterns and opportunities across engagements.
Strengthen Product Feedback Loops - Translate customer insights into clear, actionable input for Product, Engineering, and Quality teams to help inform platform evolution.