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

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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.

We’re looking for a Customer Success Manager, Mid-Market who will own the long-term health, engagement, and growth of accounts post implementation.

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.

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:

• 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.

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