Growth-Driven CS Leader, Digital & Scaled Programs

Ketch; Chicago (IL); Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Unlimited PTO

Holiday and parental leave

Remote-friendly with flexible schedule

Equity

Bonus eligibility

Job summary

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs 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 part of the CX team within GTM and works with Engineering and Product.

As CS lead, you will collaborate across CX Ops, GTM, Engineering, and Product to define engagement using signals, turning them into playbooks, value calculations, and

Qualifications

• 5+ years in Customer Success, CS Operations, Lifecycle, Growth, or similar in B2B SaaS.
• Start-up experience and self-starter mindset preferred.
• 2+ years building scalable customer engagement models.
• Hands-on experience with AI tools to turn signals into reviews/engagement.
• Proficient in using customer data and usage signals to improve engagement.

Responsibilities

• Partner with CX Ops to translate signals into playbooks, reviews, and journeys.
• Catch churn/renewal risk early and engage customers as needed.
• Drive expansion signals and build upsell pipeline.
• Serve as primary contact for escalations across Product, Eng, Sales.
• Manage core operating cadence, reviews, and lifecycle management.
• Design and deliver one-to-many content such as webinars.
• Measure impact via net revenue retention and customer advocacy.

Skills

Customer Success

Lifecycle management

B2B SaaS

HubSpot

AI tools (Claude)

Data privacy

Cross-functional collaboration

Escalation management

Education

Bachelor's degree

Tools

HubSpot

Job description

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs 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 part of the CX team within GTM and works with Engineering and Product.

As CS lead, you will collaborate across CX Ops, GTM, Engineering, and Product to define engagement using signals, turning them into playbooks, value calculations, and