Enterprise/Strategic Customer Success Lead

Ketch; Chicago (IL); Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Competitive benefits package (medical,

Job summary

Ketch seeks a Customer Success Lead to manage relationships with 20–25 strategic customers, ensuring they realize value and renew and expand with us. You will work with our S&CS teams using established playbooks to drive retention and revenue growth.

The role is remote with US-focused location flexibility; candidate must reside in major tech hubs. You will collaborate across Product, Engineering, and Sales to protect and expand strategic accounts using ROI-based conversations.

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.
• Privacy industry knowledge; CIPP or CIPM certification or a legal background.
• Hands-on experience with AI tools such as Claude.
• Start-up experience preferred.
• Legally authorized to work in the United States.
• Bachelor's degree required.

Responsibilities

• 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

Relationship building

ROI storytelling

AI tools Claude

Cross-functional influence

Education

Bachelor's degree

Tools

Claude AI

Job description

Ketch is a modern privacy management software that keeps enterprise's data clean, permissioned, and AI-ready. Our software is trusted by 3,500+ brands, running data permissioning at scale. From global retailers to media networks, fintechs, and AI-native companies, brands rely on our software to responsibly collect, control, and activate compliant, clean data across their enterprise ecosystem.

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.

The Ketch Data Permissioning Platform simplifies privacy and consent operations, increases revenue from advertising, data, and AI initiatives, and builds trust with customers and partners. Unlike legacy tools that stop at cookie banners, Ketch governs how data is actually used across a company’s entire stack, with no-code setup that gets customers live in weeks, not quarters.

Why Join Us?

At Ketch, we’re serious about our values of passion, growth, grit, collaboration, and integrity.

We’re a 70-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 fast-growing, fast-paced organization and our passionate, close-knit team is all operating at the very top of their game.

Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees
• Unlimited PTO
• 10 paid company holidays
• Paid parental leave
• Remote-friendly with flexible scheduling built around core collaboration hours
• Commuter benefits for office-based employees
• Equity

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 Customer Success Lead, Digital & Scaled Programs, using the same signals, playbooks, and metrics.

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 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

• Although this role is remote, candidate must be located in Chicago, New York City, San Francisco, or Atlanta
• 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
• Strong plus: privacy industry knowledge; CIPP or CIPM certification or a legal background
• Hands-on experience with AI tools such as Claude
• Start-up experience preferred
• Legally authorized to work in the United States
• Bachelor's degree required

The US Base Salary range for this full-time position is $180,000 - $215,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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.

If you have a need that requires accommodation, please let us know by emailing [e-mail].

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.

To all recruitment agencies: Ketch does not accept agency resumes. Please do not forward resumes to our jobs alias, Ketch employees, or any other organization location. Ketch is not responsible for any fees related to unsolicited resumes.