Delivery and Success Manager (Boston)

• →Lead key client relationships from onboarding to long-term partnership and success.
• →Work as part of a team of SMEs, account managers, and consultative experts to deliver value across technical and regulatory domains.
• →Act as a trusted advisor using strong consultative skills to identify challenges and drive measurable outcomes.
• →Partner directly with customer stakeholders to facilitate strategic discussions, drive decision-making, and ensure alignment.
• →Conduct onsite sessions to understand client workflows, process bottlenecks, and critical questions, mapping opportunities to optimize operations through Ketryx.

• Manage multiple client portfolios, balancing priorities and deadlines.
• Partner with Engineering, Product, and Quality to align client needs with product evolution.
• Lead process improvements that enhance scalability, efficiency, and team performance.
• Facilitate workshops and training sessions to ensure the product meets user needs and drives tangible operational results.

• Collaborate closely with Quality SMEs and Solution Architects to implement tailored configurations and ensure clients meet both technical and regulatory requirements.
• Develop deep expertise in the Ketryx platform and regulated development workflows.
• Guide clients on platform configuration, documentation, and compliance practices.

• Build and mentor high-performing teams.
• Foster a high-trust, accountable, and collaborative culture.

• 5–10 years in client-facing or operational leadership roles in SaaS, MedTech, or regulated industries.
• Experience leading cross-functional teams and managing complex portfolios.
• Familiarity with safety-critical or compliance-driven environments.
• Experience managing full implementation lifecycle: project planning, requirements gathering, migration, configuration, validation, go-live.
• Understanding of quality systems and regulatory frameworks (ISO 13485, ISO 14971, IEC 62304, 21 CFR Part 820).
• Technical fluency with software and quality processes.
• Outstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization.
• Ability to drive effective and influencing conversations at the program level; facilitate difficult discussions and be adept at handling objections.
• Ability to facilitate complex discussions, handle objections, and drive consensus.
• Bachelor’s degree in engineering, life sciences, or related field, or equivalent experience.

• 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.

Keywords: customer success, professional services, systems engineer, Solutions Architect, Software as a Medical Device, SaMD, product management, technology, client management, quality, regulatory, system engineer, B2B