Enterprise Customer Success Lead: Growth & Retention

Ketch; United States; Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Unlimited PTO

Remote-friendly with flexible hours

Commuter benefits for office-based

Job summary

Ketch is seeking a Customer Success Lead to own relationships with 20 to 25 of our largest strategic customers, demonstrating value and ensuring retention and growth across the account base.

You will collaborate with the Success-at-Scale team within Go-to-Market, leveraging ROI metrics and cross-functional partnerships with Product, Sales, and Engineering to maximize ARR and customer satisfaction.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management.
• 5+ years with enterprise or strategic accounts.
• Proven retention and expansion track record via ROI-led conversations.
• Privacy industry knowledge; CIPP or CIPM certification or legal background is a plus.
• Hands-on experience with AI tools such as Claude.

Responsibilities

• Build close relationships with stakeholders at each account, from daily users to executive sponsors.
• Stay in touch beyond renewals to identify changes 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 access to decision makers, and customer advocacy.

Skills

Enterprise accounts

B2B SaaS

Customer Success

ROI analysis

Stakeholder management

Claude AI

Salesforce

HubSpot

Intercom

Education

Bachelor's degree

CIPP or CIPM certification

Tools

Claude

Job description

Ketch is seeking a Customer Success Lead to own relationships with 20 to 25 of our largest strategic customers, demonstrating value and ensuring retention and growth across the account base.

You will collaborate with the Success-at-Scale team within Go-to-Market, leveraging ROI metrics and cross-functional partnerships with Product, Sales, and Engineering to maximize ARR and customer satisfaction.