Enterprise Customer Success Lead: ROI & Growth

Ketch; New York (NY); Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Health benefits

Unlimited PTO

Company holidays

Parental leave

Remote-friendly with flexible hours

Commuter benefits

Equity

Job summary

Ketch is seeking a Customer Success Lead to own relationships with 20–25 of our largest strategic customers. You will demonstrate value, drive retention and growth, and work with cross-functional teams to reduce churn and expand opportunities.

This remote role requires 12+ years in B2B SaaS CS, 5+ years with enterprise accounts, and a track record of ROI-led expansions. US-based, with equity and benefits in a fast-growing privacy software company.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management.
• 5+ years with enterprise or strategic accounts.
• Track record of retaining and expanding large accounts through ROI-led conversations.
• Legally authorized to work in the United States; Bachelor's degree required.

Responsibilities

• Build relationships with stakeholders from daily users to executives.
• Define success metrics with each customer and show ROI from Ketch.
• Lead executive business reviews and account plans.
• Identify expansion opportunities and partner with AEs to close them.
• Own escalations and relay customer feedback to Product.
• Measure success via revenue retention and direct executive access.

Skills

Relationship building

ROI case presentation

AI tools: Claude

Cross-functional influence

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Intercom

Claude

Job description

Ketch is seeking a Customer Success Lead to own relationships with 20–25 of our largest strategic customers. You will demonstrate value, drive retention and growth, and work with cross-functional teams to reduce churn and expand opportunities.

This remote role requires 12+ years in B2B SaaS CS, 5+ years with enterprise accounts, and a track record of ROI-led expansions. US-based, with equity and benefits in a fast-growing privacy software company.