Remote-Friendly Customer Success Lead, Scale & Retention

Ketch; Northern (KY); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible scheduling

Remote-friendly

Job summary

Ketch is hiring a Customer Success Lead to build and operate a lifecycle-driven, 1:many Success-at-Scale program that helps customers maximize value from Ketch products. You’ll collaborate with CX Ops, Marketing, Sales, Engineering, and Product to drive growth, reduce risk, and expand usage across the customer base.

You will define engagement strategies using behavioral signals, manage health checks, and orchestrate escalations.

Qualifications

• 5+ years in Customer Success or related roles in B2B SaaS, preferably in a matrix organization.
• Experience building scalable customer engagement models and lifecycle programs.
• Hands-on experience using AI tools to translate signals into reviews and engagement automation.
• Proficient in using customer data to improve retention and growth.
• Experience with HubSpot or similar marketing automation platforms.

Responsibilities

• Partner with CX Ops to turn signal data into playbooks, reviews, value calculations, and journeys.
• Catch churn/renewal risk early and engage customers when hands-on support is needed.
• Develop expansion signals and build an upsell pipeline across channels.
• Serve as primary contact for escalations, coordinating Product, Eng, and Sales as needed.
• Manage the program cadence: business reviews, lifecycle management, retraining, and reporting.
• Design and deliver one-to-many content like webinars and trainings.
• Measure impact via net revenue retention and customer advocacy.

Skills

AI tools

HubSpot

Presentation

Cross-functional collaboration

Program management

Tools

HubSpot

Job description

Ketch is hiring a Customer Success Lead to build and operate a lifecycle-driven, 1:many Success-at-Scale program that helps customers maximize value from Ketch products. You’ll collaborate with CX Ops, Marketing, Sales, Engineering, and Product to drive growth, reduce risk, and expand usage across the customer base.

You will define engagement strategies using behavioral signals, manage health checks, and orchestrate escalations.