Strategic Enterprise CS Lead — ROI & Growth

Ketch; Oregon; Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Unlimited PTO

10 paid company holidays

Paid parental leave

Remote-friendly with flexible hours

Commuter benefits for office-based

Equity

Premium health coverage

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, demonstrate ROI, and ensure retention and growth.

This remote role targets leaders across major accounts and collaborates with our Customer Success Lead, Digital & Scaled Programs. You will work with client executives, shaping success metrics and expansion opportunities while aligning with Product to reduce churn.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts.
• Location: remote, but candidate must be located in Chicago, NYC, San Francisco, or Atlanta.
• Track record of retaining and expanding large accounts through ROI-led conversations.
• Strong plus: privacy industry knowledge; CIPP or CIPM certification or a legal background.
• Hands-on experience with AI tools such as Claude.
• Start-up experience preferred.
• Legally authorized to work in the United States.
• Bachelor's degree required.

Responsibilities

• Build relationships with stakeholders at each account, from daily users to executive sponsors.
• Define success metrics with each customer and show the ROI they get from Ketch.
• 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 bring customer feedback to Product.
• Measure success through gross and net revenue retention and direct access to key decision makers.

Skills

Relationship building

ROI modeling

Claude AI

Cross-functional influence

Education

Bachelor's degree

Tools

Claude

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, demonstrate ROI, and ensure retention and growth.

This remote role targets leaders across major accounts and collaborates with our Customer Success Lead, Digital & Scaled Programs. You will work with client executives, shaping success metrics and expansion opportunities while aligning with Product to reduce churn.