Customer Success Lead, Enterprise Accounts New

Ketch; Northern (KY); Hybrid; USD 130,000 - 160,000; Full time

Benefits offered by this job

100% premiums paid

Unlimited PTO

10 paid holidays

Paid parental leave

Flexible scheduling

Job summary

Ketch seeks a Customer Success Lead to cultivate relationships with 20 to 25 key customers. This role focuses on demonstrating ROI and customer retention, ensuring client satisfaction and growth.

The ideal candidate should possess extensive B2B SaaS experience, with strong skills in relationship building and using AI tools. Ketch offers competitive benefits, unlimited PTO, and a remote-friendly working environment.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management.
• 5+ years with enterprise or strategic accounts.
• Privacy industry knowledge; CIPP or CIPM certification is a plus.

Responsibilities

• Build relationships with stakeholders at each account.
• Define success metrics and show ROI.
• Own escalations for your accounts.

Skills

Relationship building

ROI presentation

Privacy program understanding

AI tools usage

Cross-team influence

Tools

Salesforce

HubSpot

Intercom

Claude

Job description

Customer Success Lead, Enterprise Accounts

United States

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 to own relationships with 20 to 25 of our largest strategic customers. You will know the people who matter at each account, show them the value they get from Ketch, and make sure they stay and grow with us. This is a customer-facing role, and most of your time will be spent with customers.

You will work alongside our Success-at-Scale CSM, using the same signals, playbooks, and metrics. Customer Success is part of our CX (Customer Experience) team within Go-to-Market.

What You'll Do

• Build close relationships with stakeholders at each account, from daily users to executive sponsors.
• Stay in touch beyond renewals so you know what is changing in their business.
• Define success metrics with each customer and show the ROI they get from Ketch.
• Run executive business reviews and account plans.
• Use the Success-at-Scale signal framework to catch churn and renewal risk early.
• Find expansion opportunities and partner with Account Executives to close them.
• Own escalations for your 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.

Skills

• You build lasting relationships with senior stakeholders.
• You build ROI cases and present them to executives.
• You understand how privacy, legal, and marketing teams run a privacy program.
• You use AI tools such as Claude to pull context from Salesforce, HubSpot, Intercom, and product data.
• You influence Product, Engineering, and Sales without direct authority.

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
• Privacy industry knowledge; CIPP or CIPM certification or a legal background is a strong plus
• Hands-on experience with AI tools such as Claude
• Start-up experience preferred
• Remote anywhere in the United States, with travel to customer sites
• Legally authorized to work in the United States

Information collected and processed as part of any job applications you choose to submit is subject to Ketch's Applicant and Employee Privacy Notice .

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.

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.