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Director of Customer Success & Product Development

Join our customer success and product team and build the Ketryx platform

Customer Success
About Us

Ketryx is making software safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. Our developer-first approach ensures safety and reliability is ingrained into healthcare products from the ground up, leading to increased developer productivity, patient satisfaction, revenue growth, and cost savings.

Job Description

This full time position, with remote options, is for a technical engineer looking to move to a management role helping a fast-growing software company with client success and product management. The individual will act as a guide for clients, providing direction and resources to ensure their success, and connecting their needs and desires to the R&D team. You will be a trusted advisor to Ketryx’s customers on their journey to create safe and reliable software.

About You
  • You love software and want to help provide better treatments to patients

  • You are energetic, customer oriented, and enjoy empowering teams to be successful

  • You enjoy working in a complex technical environment and teaching others about your product

  • You are a fast learner willing to learn the basics of software development and engineering and FDA regulations

  • You have effective verbal and written communication, presentation, and interpersonal skills with diverse audiences

  • You have strong problem solving, analytical, organizational, multi-tasking, and prioritization skills

  • You have experience with B2B SaaS (a plus)

  • You have a familiarity with regulated product development industry, especially medical devices (a plus)

  • You have a strong record of success with revenue responsibility in previous employment (a plus)

  • Boston area local preferred; remote possible

About the Role
  • Empower and support our global customers in the journey to develop safety-critical products using the Ketryx platform

  • Support team members to troubleshoot issues, provide direction, and adhere to product management standards

  • Ensure customer needs get translated into product features

  • Own overall relationship with assigned customers, which includes: increasing adoption and ensuring retention, satisfaction, and renewals.

  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned customer, to review dashboards, KPI’s, opportunities for improvement and audit status

  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

  • Act as the voice of the customer and direct  product strategy

  • Communicate (written and verbal) with necessary teams, including company leadership such as the CEO/CTO to achieve client success

  • Maintain clear communication channels with the sales team, as well as dealing with large vendors on occasion

  • Identify and address software operation issues as they emerge

What We Offer
  • Competitive salary and generous stock options

  • Work in an exciting field with a positive impact on the world

  • Flexible working hours

  • Remote work options

  • Offices in Vienna and Boston

  • Generous PTO

  • Opportunity to learn and grow as part of a global team

Apply for this Role