Customer Success Lead, Scaled Programs New

Ketch; Northern (KY); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible scheduling

Remote-friendly

Job summary

Ketch is hiring a Customer Success Lead to build and operate a lifecycle-driven, 1:many Success-at-Scale program that helps customers maximize value from Ketch products. You’ll collaborate with CX Ops, Marketing, Sales, Engineering, and Product to drive growth, reduce risk, and expand usage across the customer base.

You will define engagement strategies using behavioral signals, manage health checks, and orchestrate escalations.

Qualifications

• 5+ years in Customer Success or related roles in B2B SaaS, preferably in a matrix organization.
• Experience building scalable customer engagement models and lifecycle programs.
• Hands-on experience using AI tools to translate signals into reviews and engagement automation.
• Proficient in using customer data to improve retention and growth.
• Experience with HubSpot or similar marketing automation platforms.

Responsibilities

• Partner with CX Ops to turn signal data into playbooks, reviews, value calculations, and journeys.
• Catch churn/renewal risk early and engage customers when hands-on support is needed.
• Develop expansion signals and build an upsell pipeline across channels.
• Serve as primary contact for escalations, coordinating Product, Eng, and Sales as needed.
• Manage the program cadence: business reviews, lifecycle management, retraining, and reporting.
• Design and deliver one-to-many content like webinars and trainings.
• Measure impact via net revenue retention and customer advocacy.

Skills

AI tools

HubSpot

Presentation

Cross-functional collaboration

Program management

Tools

HubSpot

Job description

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 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 (Customer Experience) 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 Go-to-Market (marketing, sales, CX) and Engineering and Product teams.

You will 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 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
• San Francisco Bay Area office base preferred, but all US-based eligible candidates considered
• Fluent in written and spoken English; knowledge of a second language is a plus
• 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.

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