Director, Delivery and Success

Ketryx•Boston, MA

11d•$150,000 - $175,000•Hybrid

About The Position

As a Director of Delivery and Success at Ketryx, you will serve as a senior leader in a fast-growing, mission-critical team. Your role is to help our customers thrive by delivering exceptional outcomes, building trusted executive relationships, and leading a high-performing team of Delivery and Success Managers and Leads. You’ll own a portfolio of complex, high-impact client engagements, guiding teams through the intersection of product, process, and regulatory change. After mastering the Ketryx platform and approach, you’ll hire, coach, and develop managers beneath you, establishing leadership depth and cultural strength across the organization. This is a critical role for both our company and our customers. You’ll lead from the front: owning executive relationships, building and mentoring high-performing teams, and helping our clients thrive 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.

Requirements

Experience in Regulated Environments - Proven success working within safety-critical or highly regulated industries such as medical devices, healthcare, government, aerospace, or automotive. Familiar with the principles of risk management, design controls, and software validation (e.g., V&V protocols, requirements traceability, and formal test documentation).
Technical and Operational Fluency - Strong understanding of software-driven product development and lifecycle operations. Experience across product, professional services, quality, or customer success functions in a technical environment.
Leadership and Team Development - Demonstrated success hiring, managing, and developing high-performing teams—including managers. Skilled at coaching others, setting clear expectations, and scaling leadership capacity.
Client and Stakeholder Management - Comfortable leading complex client relationships, including executive-level engagement. Able to navigate competing priorities and serve as a strategic advisor to internal and external stakeholders.
Excellent Communication and Presence - Strong written and verbal communication skills. Capable of tailoring complex messages to different audiences—whether technical, executive, or cross-functional.
Strong Execution and Prioritization Skills - Proven ability to manage multiple initiatives simultaneously. Brings clarity, momentum, and calm to dynamic environments.
Tools and Systems Experience - Familiarity with CRM tools and customer operations platforms. Comfortable learning and adapting to new systems quickly.
Educational Background - Bachelor’s degree in a relevant field (e.g., engineering, life sciences, computer science), or equivalent practical experience. Advanced degree or regulatory certifications a plus.

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 working in an early stage, product-based start up.

Responsibilities

Lead Strategic Client Engagements - Own executive-level relationships with key customers. Serve as a trusted advisor, ensuring clients achieve transformative outcomes through the Ketryx platform.
Build and Develop High-Performing Teams - Hire, coach, and mentor a team of Delivery and Success Managers and Leads. Set clear expectations, develop leadership depth, and foster a culture of feedback, ownership, and excellence.
Ensure Delivery Excellence Across Portfolios - Oversee multiple complex client engagements. Drive consistent, high-quality execution across teams—balancing technical, regulatory, and operational priorities.
Drive Commercial Growth - Partner with Sales and Customer Success to expand accounts. Articulate value, identify growth opportunities, and support long-term revenue strategy through exceptional service.
Shape Client Operations Strategy and Systems - Design and improve the processes, tools, and org structures that enable scalable, repeatable delivery. Identify and lead strategic initiatives across the function.
Strengthen Product Feedback Loops - Translate customer insights into structured input for Product, Engineering, and Quality. Ensure client needs are reflected in how the platform evolves.
Act as a Cultural Leader and Executive Partner - Model Ketryx’s values. Create clarity and calm during ambiguity, reinforce cultural norms, and serve as a trusted partner to senior leadership across the company.
Contribute to Quality and Compliance Excellence - Support the application of regulatory standards within client engagements. Reinforce quality through sound decision-making, clear documentation, and strategic alignment with our QMS.