ROI-Driven Enterprise CSM Lead

Ketch; Atlanta (GA); Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Competitive health coverage

Unlimited PTO

10 paid holidays

Paid parental leave

Remote-friendly with flexible hours

Equity

Job summary

Ketch is hiring a Customer Success Lead to own relationships with 20 to 25 of our largest strategic customers. You will know the people who matter at each account, show them the value they get from Ketch, and ensure they stay and grow with us.

This is a customer-facing role working with our CS Lead, Digital & Scaled Programs, using proven playbooks and metrics. Your days involve building ROI cases for executives, driving renewal protection, and identifying expansion opportunities.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management.
• 5+ years with enterprise or strategic accounts.
• Track record of retaining and expanding large accounts via ROI.
• Legally authorized to work in the United States; Bachelor's degree required.

Responsibilities

• Build close relationships with stakeholders at each account, from daily users to executive sponsors.
• Stay in touch beyond renewals to understand changing business needs.
• Define success metrics with each customer and demonstrate ROI.
• Run executive business reviews and account plans.
• Use the Success-at-Scale signal framework to catch churn and renewal risk early.
• Find expansion opportunities and partner with Account Executives to close them.
• Own escalations for your accounts and relay customer feedback to Product.
• Measure success through gross and net revenue retention and customer advocacy.

Skills

Executive relationships

ROI storytelling

AI tools Claude

Cross-functional influence

Education

Bachelor's degree

Tools

Claude AI

Job description

Ketch is hiring a Customer Success Lead to own relationships with 20 to 25 of our largest strategic customers. You will know the people who matter at each account, show them the value they get from Ketch, and ensure they stay and grow with us.

This is a customer-facing role working with our CS Lead, Digital & Scaled Programs, using proven playbooks and metrics. Your days involve building ROI cases for executives, driving renewal protection, and identifying expansion opportunities.