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 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.