Job Title: Delivery and Success Lead
Employment Status: Full-time
Office Hours: Monday - Friday; hybrid schedule
Location: Boston, Massachusetts
Compensation: $150,000-$175,000 + variable + equity options
*compensation dependent on related 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.

About the Role:

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.

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.

Required Skills:

• 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.

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 in high-growth, mission-driven startup environments.

Keywords: post-production delivery, customer success leadership, strategic account ownership, named accounts, executive customer relationships, SaaS delivery, complex customer engagements, cross-functional delivery, customer adoption, account retention, platform expansion, value realization, enterprise SaaS, regulated environments, director-level scope