Customer Success Lead, Digital & Scaled Programs (Remote)

Ketch; New York (NY); Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical/dental/vision coverage (US)

Unlimited PTO

10 paid company holidays

Paid parental leave

Remote-friendly with flexible hours

Commuter benefits

Job summary

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate 'Success-at-Scale' programs that help customers capture the full range benefits from Ketch products, support growth, and reduce risk across our customer base. You'll design and execute a 1:many, lifecycle-driven program, working with GTM, Engineering, and Product.

This remote role prioritizes collaboration and scalable customer engagement.

Qualifications

• 5+ years in Customer Success, CS Ops, Lifecycle, Growth, or similar in B2B SaaS.
• Startup experience strongly preferred, with a self-starter mindset.
• 2+ years building or operating scalable customer engagement models.
• Hands-on experience using AI tools (e.g., Claude) to turn customer signals into business reviews, value calculations, and engagement automation.
• Proficient in using customer data and usage signals to improve engagement, retention, and growth.
• Hands-on experience with HubSpot or a comparable marketing automation platform.
• Experience in data privacy, data governance, or compliance is strongly preferred, but not required.
• Although this role is remote, candidate must be located in a major hub - priority for candidates in Chicago, New York City, Los Angeles, San Francisco, and Atlanta.
• Fluent in written and spoken English; knowledge of a second language is a plus.
• Legally authorized to work in the United States
• Bachelor's degree required

Responsibilities

• Partner closely with CX Ops to turn signals into playbooks, business reviews, value calculations, and email journeys that drive customers to action.
• Catch churn and renewal risk early and engage customers when hands-on support is needed.
• Apply playbooks to expansion signals across email, phone, Slack, platform usage, website, and inbound channels, building upsell pipeline.
• Act as the primary contact for customer escalations, coordinating Product, Engineering, and Sales as needed.
• Manage the program's core operating cadence, including business reviews at scale, RED account management, lifecycle management, retraining, and reporting.
• Design and deliver one-to-many content such as webinars and other training.
• Measure impact primarily through net revenue retention (NRR) and secondarily through customer advocacy (case studies, references, reviews).

Skills

AI tools usage

HubSpot experience

Customer value presentations

Matrix org navigation

Clear communication

Ambiguity handling

Education

Bachelor's degree

Tools

HubSpot

Claude

Job description

Ketch is redefining responsible data use for the AI era. Thousands of brands rely on our software to responsibly collect, control, and activate compliant, clean data across their enterprise ecosystem.

The Ketch Data Permissioning Platform simplifies privacy and consent operations, increases revenue from advertising, data, and AI initiatives, and builds trust with customers and partners. Unlike legacy tools that stop at cookie banners, Ketch governs how data is actually used across a company's entire stack, with no-code setup that gets customers live in weeks, not quarters.

As privacy regulations expand across the globe and AI transforms how companies use data, the demand for what Ketch has built has never been greater. Data privacy sits at the intersection of law, technology, and consumer trust, making it one of the most exciting and fastest-moving fields in software today.

Why Join Us?

At Ketch, we're serious about our values of passion, growth, grit, collaboration, and integrity. We're a 65-person, Series B company backed by top-tier investors, and we're looking for people who want to do the best work of their careers while shaping how the world handles data responsibly. We're a rapidly growing, fast-paced, mission-based organization filled with a passionate, close-knit team all operating at the top of their game.

Benefits And Perks

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

About The Role

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate 'Success-at-Scale' programs that help customers capture the full range benefits from Ketch products, support growth, and reduce risk across our customer base. This role is responsible for developing and executing a 1:many, lifecycle-driven Success-at-Scale program. Customer Success is part of our CX team and part of our larger Go-to-Market organization.

As the CS lead for Success-at-Scale, you will work closely with colleagues across the GTM, Engineering, and Product teams.

You'll help define and execute how we engage customers—using behavior and usage signals to trigger the right interactions that reduce risk and drive expansion.

What You'll Do

• Partner closely with CX Ops, who build and maintain the underlying signal systems, and turn what those systems surface into the playbooks, business reviews, value calculations, and email journeys that drive customers to action.
• Apply these playbooks to catch churn and renewal risk early, and engage customers directly when hands-on support is needed.
• Apply these playbooks to the expansion signals CX Ops surfaces across email, phone, Slack, platform usage, website, and inbound channels, and build upsell pipeline.
• Act as the primary contact for customer escalations, running health checks and trainings directly and coordinating Product, Engineering, and Sales as needed.
• Manage the program's core operating cadence, including business reviews at scale, RED account management, lifecycle management, customer retraining, and reporting.
• Design and deliver one-to-many content such as webinars and other training.
• Measure impact primarily through net revenue retention (NRR) and secondarily through customer advocacy, including case studies, references, and public reviews.

Skills

• You use AI tools such as Claude to turn the signals CX Ops surfaces into business review decks, value calculations, and email journeys, refining engagement plays as new signals come in.
• You have hands-on HubSpot experience building customer segments and targeted outbound content.
• You're comfortable presenting value directly to customers and have enough product depth to handle escalations independently.
• You navigate a matrix organization and influence cross-functional teams, including Product, Engineering, Sales, Marketing, and Legal, without direct authority.
• You build and communicate the program clearly amid ambiguity, executing and iterating across both breadth and depth.

Requirements

• 5+ years experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS, ideally within a matrix organization
• Start-up experience strongly preferred, with a self-starter mindset.
• 2+ years experience building or operating scalable customer engagement models
• Hands-on experience using AI tools (e.g., Claude) to turn customer signals into business reviews, value calculations, and engagement automation.
• Proficient in using customer data and usage signals to improve engagement, retention, and growth.
• Hands-on experience with HubSpot or a comparable marketing automation platform
• Experience in data privacy, data governance, or compliance is strongly preferred, but not required
• Although this role is remote, candidate must be located in a major hub - priority for candidates in Chicago, New York City, Los Angeles, San Francisco, and Atlanta
• Fluent in written and spoken English; knowledge of a second language is a plus
• Legally authorized to work in the United States
• Bachelor's degree required

The US Base Salary range for this full-time position is $150,000 - $175,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.

Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Ketch is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

If you have a need that requires accommodation, please let us know by emailing [e-mail].

Ketch is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.