Senior Customer Success Lead - Success-at-Scale

Ketch; États-Unis; À distance; USD 150 000 - 175 000; Plein temps

Avantages offerts par ce poste

Health coverage

Unlimited PTO

10 holidays

Parental leave

Remote-friendly

Commuter benefits

Résumé du poste

Ketch is hiring a Customer Success Lead to build and operate a Success-at-Scale program that helps customers maximize value from our data permissioning platform. You will work across GTM, Engineering, and Product to define engagement strategies, reduce risk, and drive expansion.

You will lead one-to-many content, coordinate with CX Ops and other teams, and measure impact through NRR and customer advocacy. Remote-friendly with US-based eligibility.

Qualifications

• 5+ years in Customer Success, CS Ops, Lifecycle, Growth, or similar in B2B SaaS.
• Startup experience preferred with a self-starter mindset.
• 2+ years building or operating scalable customer engagement models.
• Hands-on AI tool experience (e.g., Claude) to convert signals into reviews and journeys.
• Proficient in using customer data and usage signals to improve engagement, retention, and growth.
• Hands-on experience with HubSpot or comparable marketing automation.
• Experience in data privacy, data governance, or compliance is preferred.
• Legally authorized to work in the United States.
• Bachelor's degree required.

Responsabilités

• Collaborate with CX Ops to convert signals into playbooks, business reviews, value calculations, and email journeys.
• Identify churn and renewal risk early; engage customers for hands-on support when needed.
• Translate CX Ops signals into expansion opportunities across channels and build upsell pipeline.
• Serve as primary contact for customer escalations; coordinate Product, Engineering, and Sales as needed.
• Manage core operating cadence: business reviews at scale, RED account management, lifecycle retraining, and reporting.
• Design and deliver one-to-many content such as webinars and trainings.
• Measure impact via Net Revenue Retention and customer advocacy activities.

Connaissances

AI tooling

HubSpot

Presentation skills

Cross-functional collaboration

Matrix organization

Formation

Bachelor's degree

Outils

Claude

Description du poste

Ketch is hiring a Customer Success Lead to build and operate a Success-at-Scale program that helps customers maximize value from our data permissioning platform. You will work across GTM, Engineering, and Product to define engagement strategies, reduce risk, and drive expansion.

You will lead one-to-many content, coordinate with CX Ops and other teams, and measure impact through NRR and customer advocacy. Remote-friendly with US-based eligibility.