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Ketryx · 1 day ago

Customer Success Manager, Mid-Market

Boston, MA

Full-time

Hybrid

Mid Level

$130K/yr - $160K/yr

3+ years exp

Ketryx is on a mission to save and improve lives by making medical software and AI safe, secure, and reliable. They are seeking a Customer Success Manager, Mid-Market who will own the long-term health, engagement, and growth of accounts post implementation, ensuring customers derive value from their product and driving renewal conversations.

Artificial Intelligence (AI)Business Process Automation (BPA)ComplianceSaaSSoftware

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

Qualification

Customer Success ManagementTechnical AptitudeSaaS ExperienceData-Driven AnalyticsInterpersonal SkillsProblem-SolvingClient ManagementProduct ManagementCommunication Skills

Required

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

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