Lead, Digital & Scaled Customer Success

Ketch; San Francisco (CA); Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Unlimited PTO

10 paid company holidays

Parental leave

Remote-friendly with flexible schedule

Commuter benefits

Job summary

Ketch is redefining responsible data use for the AI era. We are 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 collaborates with GTM, Engineering, and Product teams to define engagement, trigger interactions from usage signals, and drive expansion, with a focus on improving net revenue retention

Qualifications

• 5+ years experience in Customer Success roles in B2B SaaS.
• Start-up experience preferred.
• 2+ years building scalable customer engagement models.
• Hands-on experience with AI tools to turn customer signals into reviews, value calculations, and engagement automation.
• Proficient in using customer data and usage signals to improve engagement, retention, and growth.
• Experience with HubSpot or a comparable marketing automation platform.
• US work authorization.
• Location in a major hub (SF preferred).
• English fluency.

Responsibilities

• Partner with CX Ops to turn signals into playbooks, business reviews, value calculations, and email journeys that drive customers to action.
• Catch churn and renewal risk early and engage customers when hands-on support is needed.
• Build upsell pipeline from expansion signals across channels and platforms.
• Serve as primary contact for customer escalations, coordinating Product, Engineering, and Sales as needed.
• Manage the program's operating cadence, including business reviews at scale, lifecycle management, retraining, and reporting.
• Design and deliver one-to-many content such as webinars and trainings.
• Measure impact through net revenue retention (NRR) and customer advocacy.

Skills

Customer success

Data-driven engagement

HubSpot expertise

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree

Tools

HubSpot

Claude AI

HubSpot workflows

Job description

Ketch is redefining responsible data use for the AI era. We are 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 collaborates with GTM, Engineering, and Product teams to define engagement, trigger interactions from usage signals, and drive expansion, with a focus on improving net revenue retention