Remote Customer Success Lead, Digital & Scaled Programs

Ketch; New York (NY); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Unlimited PTO

10 paid holidays

Parental leave

Remote-friendly with flexible hours

Commuter benefits for office-based

Job summary

Ketch is hiring a Customer Success Lead for Digital & Scaled Programs. This remote role supports customers across the US, building and operating a lifecycle-driven Success-at-Scale program within the CX team.

You will collaborate with GTM, Engineering, and Product to deliver scalable success at scale, expanding customer value and reducing risk. The role requires 5+ years in customer success, startup experience, and strong experience with AI tools and HubSpot.

Qualifications

• 5+ years in Customer Success, CS Ops, Lifecycle, Growth or similar in B2B SaaS.
• Startup experience preferred, self-starter mindset.
• 2+ years building/scaling customer engagement models.
• Hands-on experience with AI tools to turn signals into reviews/engagement.
• Proficient in using customer data to improve engagement, retention, growth.
• Experience with marketing automation platforms (HubSpot or similar).
• Experience in data privacy, governance, or compliance preferred but not required.
• English fluency; US work authorization; Bachelor's degree.

Responsibilities

• Partner with CX Ops to turn signals into playbooks, reviews, value calculations, and journeys.
• Catch churn/renewal risk early and engage customers directly when needed.
• Build upsell pipeline by applying expansion signals across channels.
• Act as primary contact for escalations, coordinating Product, Engineering, and Sales.
• Manage core operating cadence: business reviews at scale, lifecycle management, retraining, reporting.
• Design and deliver one-to-many content like webinars and trainings.
• Measure impact via net revenue retention and customer advocacy.

Skills

Customer Success

Lifecycle

Growth

B2B SaaS

Matrix org

AI tools

HubSpot

Education

Bachelor's degree

Tools

HubSpot

Claude

Job description

Ketch is hiring a Customer Success Lead for Digital & Scaled Programs. This remote role supports customers across the US, building and operating a lifecycle-driven Success-at-Scale program within the CX team.

You will collaborate with GTM, Engineering, and Product to deliver scalable success at scale, expanding customer value and reducing risk. The role requires 5+ years in customer success, startup experience, and strong experience with AI tools and HubSpot.