Job Title: Customer Success Manager
Employment Status: Full-time
Office Hours: Monday - Friday, 8am - 5pm, in-office
Location: Boston, Massachusetts
Compensation: $95,000 - $120,000
*compensation may be negotiated based on experience level
Ketryx is excited to add to our rapidly growing Client Operations team to champion customer success. As a Customer Success Manager, your mission is to provide excellent project management and product expertise to help our customers excel in use of the Ketryx Platform. You will lead client interaction and provide in-depth onboarding for enterprise or small business clients. This is a fundamental role in achieving our ambitious objectives of impacting over 1000 million patient lives by 2030 and is an excellent growth opportunity for the right individual.
Our ideal candidate will have the ability to seamlessly interpret customer needs and translate them into product features. Your drive and ambition will lead a team of top performers to support our fast-paced, and quickly growing business. We are looking for passionate professionals who want to support the development of life-saving technologies. If you have great communication and are energized by interactions with others, this may be the perfect role for you!
Responsibilities:
- Direct and provide exceptional service to a portfolio of Ketryx customers
- Plan, manage, and execute customer priorities including configuration changes, professional services, onboarding, training, and support.
- Train clients to help them understand how Ketryx products and services can help solve their problems.
- Provide input to the product roadmap based on client and observational feedback.
- Collaborate with the development team to shape and approve features throughout the development lifecycle.
- Draft and own formal documents including policies, plans, and standard operating procedures.
Required Skills:
- Minimum of 3 years of professional experience (internships included) in the SaaS industry.
- A strong understanding of software-related competencies such as product, customer success, and professional services.
- Previous experience managing a team, project, or cross-functional initiate from conception to completion.
- Must have good organizational skills and ability to multi-task in a fast-paced environment.
- Strong interpersonal and communication skills, both oral and written.
- Proven ability to manage multiple priorities simultaneously.
- Problem-solving skills and the ability to think tactically about client priorities.
- Familiarity with CRM software and other customer success tools is a plus.
- Bachelor's degree in a relevant field or equivalent work experience.
Preferred Skills:
- Experience in a regulated industry such as Medtech startups, large medtech, aerospace, automotive, or military.
Keywords: customer success, client operations, professional services, systems engineer, Solutions Architect, Software as a Medical Device, SaMD, product management, technology, client management, quality, regulatory, system engineer, B2B, regulation, task management, project management, Greater Boston, MA, supervisor, leadership, client-facing
What We Offer
- Competitive compensation and generous stock options
- Work in an exciting field with a positive impact on the world
- Opportunity to learn and grow as part of a global team
- Hybrid work model (mix of work from home and office is possible)
- Generous PTO
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
Ketryx is saving and improving lives by making medical software safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. We believe that, by automating much of the documentation and quality processes, teams will be able to produce safer and more innovative medical software faster.
Ketryx is at the forefront of helping teams incorporate AI/ML into medical software and that’s why we need you!
