Delivery and Success Lead, Ketryx

• Experience in Regulated or High-Stakes Environments – Proven success working with complex enterprise customers in environments where precision, reliability, and trust matter
• Customer Delivery and Success Leadership – Experience owning post–go-live customer outcomes, including adoption, ongoing change, and long-term value realization
• Technical and Operational Fluency – Comfort working across software platforms, product development lifecycles, and customer operations
• Client and Stakeholder Management – Ability to lead senior customer relationships and navigate competing priorities
• Strong Communication and Presence – Clear, confident communicator across executive, technical, and cross-functional audiences
• Execution and Prioritization – Ability to manage multiple initiatives simultaneously while maintaining focus and momentum

Desirable

• As a Delivery and Success Lead, you will operate at a director level, owning the success of Ketryx’s most strategic and complex customer relationships after go-live
• This role sits at the center of delivery, customer success, and account partnership, ensuring customers continue to realize value from Ketryx as their products, organizations, and needs evolve
• You will lead high-impact post-production engagements, guiding customers through adoption, scale, and ongoing change
• This includes coordinating complex initiatives, aligning cross-functional teams, and maintaining strong executive-level relationships
• Success in this role requires sound judgment, commercial awareness, and the ability to drive outcomes in environments where clarity, trust, and execution matter
• You will serve as a senior internal partner across Product, Engineering, Quality, Sales, and Support—helping prioritize customer needs, unblock delivery challenges, and inform how Ketryx improves its delivery model over time
• This is a highly visible role with broad influence and ownership of outcomes
• Lead Strategic Client Engagements - Own senior-level relationships with a portfolio of complex, post-production customers. Serve as a trusted partner and ensure customers achieve sustained value through the Ketryx platform
• Ensure Delivery Excellence Across Portfolios - Drive consistent, high-quality execution across multiple concurrent customer engagements. Bring clarity, structure, and momentum to complex post-production initiatives
• Drive Customer Success and Retention - Guide customers through ongoing adoption and change after go-live. Identify risks early, support resolution, and partner with Sales and Customer Success to reinforce long-term relationships
• Support Commercial Growth - Help identify and support account expansion opportunities by articulating value, reinforcing trust, and contributing to renewal and growth conversations
• Shape Client Operations Strategy and Systems - Contribute to the evolution of Client Operations processes, tools, and delivery standards by identifying patterns and opportunities across engagements
• Strengthen Product Feedback Loops - Translate customer insights into clear, actionable input for Product, Engineering, and Quality teams to help inform platform evolution