Remote Customer Success Lead, Scaled Programs & Growth

Ketch; Atlanta (GA); Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Remote-friendly with flexible schedule

Unlimited PTO

Bonuses and equity

Commuter benefits for office-based

Job summary

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate scalable, lifecycle-driven success initiatives. You’ll partner with GTM, Engineering, and Product to engage customers using data signals and automation, reducing churn and enabling growth.

Ideal candidates have 5+ years in customer success, experience with HubSpot and AI tools like Claude, and the ability to influence across a matrix organization while working remotely from a major U.S. hub.

Qualifications

• 5+ years in Customer Success or similar in B2B SaaS
• Experience in lifecycle or growth roles
• Data-driven engagement and analytics
• Strong cross-functional collaboration and communication
• Experience with AI/automation tools a plus

Responsibilities

• Build and operate a 1:many, lifecycle-driven Success-at-Scale program.
• Collaborate with GTM, Engineering, and Product teams to define engagement.
• Use signals to trigger interactions that reduce risk and drive expansion.
• Lead escalations and coordinate with Product, Engineering, and Sales.
• Manage operating cadence: reviews, lifecycle management, and reporting.
• Create one-to-many content like webinars and trainings.

Job description

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate scalable, lifecycle-driven success initiatives. You’ll partner with GTM, Engineering, and Product to engage customers using data signals and automation, reducing churn and enabling growth.

Ideal candidates have 5+ years in customer success, experience with HubSpot and AI tools like Claude, and the ability to influence across a matrix organization while working remotely from a major U.S. hub.