Remote Success-at-Scale Lead, Digital Programs

OpenKrill; United States; Remote; 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 core hours

Commuter benefits

Job summary

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate high-impact, lifecycle-driven programs that maximize value from our products. You will work across GTM, Engineering, and Product to define engagement that reduces risk and drives expansion.

You’ll lead one-to-many content, run health checks, and partner with CX Ops to transform signals into customer value. This remote role prioritizes candidates in major US hubs and requires US work authorization.

Qualifications

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

Responsibilities

• Partner with CX Ops to build signal-driven playbooks, value calculations and email journeys
• Catch churn and renewal risk early; engage customers with hands-on support when needed
• Build upsell pipeline by applying expansion signals across channels
• Act as primary contact for escalations; coordinate Product, Eng, Sales
• Manage core operating cadence: business reviews at scale, lifecycle management and reporting
• Design and deliver one-to-many content such as webinars and training
• Measure impact via net revenue retention and customer advocacy

Skills

AI signals to reviews

Cross-functional collaboration

Executive presentation

Matrix organization influence

Program design & optimization

Education

Bachelor's degree

Tools

HubSpot

Job description

Ketch is hiring a Customer Success Lead, Digital & Scaled Programs to build and operate high-impact, lifecycle-driven programs that maximize value from our products. You will work across GTM, Engineering, and Product to define engagement that reduces risk and drives expansion.

You’ll lead one-to-many content, run health checks, and partner with CX Ops to transform signals into customer value. This remote role prioritizes candidates in major US hubs and requires US work authorization.