Enterprise/Strategic Customer Success Lead

Ketch

8d • $180,000 - $215,000 • Remote

About The Position

Ketch is hiring a Customer Success Lead to own relationships with 20 to 25 of its largest strategic customers. This customer-facing role focuses on understanding key stakeholders, demonstrating the value customers receive from Ketch, and helping customers renew and grow. Most of the role’s time will be spent with customers. The Lead will work alongside the Customer Success Lead, Digital & Scaled Programs, using shared signals, playbooks, and metrics.

Requirements

• 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts.
• A track record of retaining and expanding large accounts through ROI-led conversations.
• Hands-on experience with AI tools such as Claude.
• Must be located in Chicago, New York City, San Francisco, or Atlanta.
• Legally authorized to work in the United States.
• Bachelor's degree required.
• English proficiency is required.

Nice To Haves

• Privacy industry knowledge.
• CIPP or CIPM certification, or a legal background.
• Start-up experience.

Responsibilities

• Build relationships with customer stakeholders, from daily users to executive sponsors.
• Stay in contact with customers beyond renewals to understand changes in their businesses.
• Define success metrics with customers and demonstrate their return on investment from Ketch.
• Run executive business reviews and develop account plans.
• Use the Success-at-Scale signal framework to identify churn and renewal risk early.
• Identify expansion opportunities and partner with Account Executives to close them.
• Own escalations for assigned accounts and bring customer feedback to Product.
• Measure success through gross and net revenue retention, direct phone and text access to key decision makers, and customer advocacy.

Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees.
• Unlimited PTO.
• 10 paid company holidays.
• Paid parental leave.
• Remote-friendly work with flexible scheduling built around core collaboration hours.
• Commuter benefits for office-based employees.
• Equity.

What This Job Offers

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