Customer Success Lead, Digital & Scaled Programs (Remote)

Ketch

1d • $150,000 - $175,000 • Remote

About The Position

Ketch is hiring a Customer Success Lead to build and operate Success-at-Scale programs that help customers realize the benefits of Ketch products, support growth, and reduce risk. The role develops and executes a lifecycle-driven, one-to-many customer success program. Customer Success is part of the CX team and the broader Go-to-Market organization. The role works closely with colleagues across GTM, Engineering, and Product, using behavior and product-usage signals to trigger interactions that reduce risk and drive expansion.

The position translates signals surfaced by CX Operations into playbooks, business reviews, value calculations, and customer email journeys. It applies these programs to detect churn and renewal risk, pursue expansion opportunities, build upsell pipeline, and provide direct assistance when customers need hands-on support. The Customer Success Lead also manages escalations, health checks, training, program cadence, scaled content, and performance measurement, with net revenue retention as the primary measure of impact.

This is a remote role, but candidates must be located in a major hub; priority locations are Chicago, New York City, Los Angeles, San Francisco, and Atlanta. A bachelor's degree is required. The US base salary range is $150,000–$175,000, plus bonus, equity, and benefits.

Requirements

• At least 5 years of experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS; experience in a matrix organization is ideal.
• At least 2 years of experience building or operating scalable customer engagement models.
• Hands-on experience using AI tools, such as Claude, to turn customer signals into business reviews, value calculations, and engagement automation.
• Proficiency in using customer data and usage signals to improve engagement, retention, and growth.
• Hands-on experience with HubSpot or a comparable marketing automation platform.
• Bachelor's degree.
• Fluent written and spoken English.
• Legally authorized to work in the United States.
• Must be located in a major hub; priority is given to candidates in Chicago, New York City, Los Angeles, San Francisco, and Atlanta.

Nice To Haves

• Start-up experience and a self-starter mindset.
• Experience in data privacy, data governance, or compliance.
• Knowledge of a second language.
• Experience in a matrix organization.

Responsibilities

• Partner with CX Operations to turn customer signals into playbooks, business reviews, value calculations, and email journeys that motivate customer action.
• Use playbooks to identify churn and renewal risk early and engage customers directly when hands-on support is needed.
• Apply expansion playbooks to signals from email, phone, Slack, platform usage, website, and inbound channels, and build upsell pipeline.
• Serve as the primary contact for customer escalations; run health checks and trainings, coordinating with Product, Engineering, and Sales as needed.
• Manage the program's operating cadence, including scaled business reviews, RED account management, lifecycle management, customer retraining, and reporting.
• Design and deliver one-to-many content, including webinars and other training.
• Measure program impact primarily through net revenue retention and secondarily through customer advocacy, including case studies, references, and public reviews.
• Use AI tools such as Claude to develop business review decks, value calculations, and email journeys from customer signals, and refine engagement plays as new signals arrive.
• Build customer segments and targeted outbound content using HubSpot.
• Present value directly to customers and handle escalations independently when appropriate.
• Influence cross-functional teams—including Product, Engineering, Sales, Marketing, and Legal—without direct authority.
• Build, communicate, execute, and iteratively improve the program amid ambiguity.

Benefits

• Competitive medical, dental, and vision coverage; 100% of premiums paid for US-based full-time employees.
• Unlimited PTO, with employees encouraged to take at least 15 days per year.
• 10 paid company holidays.
• Paid parental leave.
• Remote-friendly work with flexible scheduling built around core collaboration hours.
• Commuter benefits for office-based employees.
• Bonus and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior