Strategic Enterprise CS Lead — ROI & Growth

Ketch; San Francisco (CA); Remoto; USD 180.000 - 215.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive medical, dental, andvision

Unlimited PTO

10 paid company holidays

Paid parental leave

Remote-friendly with flexible hours

Commuter benefits

Equity

Descrizione del lavoro

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 make sure they stay and grow with us.

This is a customer-facing role, spending most of your time with customers and collaborating with our teams to drive renewals, expansion, and measurable ROI, including gross and net revenue retention.

Competenze

• 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts.
• Track record of retaining and expanding large accounts through ROI-led conversations.
• Hands-on experience with AI tools such as Claude.

Mansioni

• Build close 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.
• Own escalations for your accounts and bring customer feedback to Product.

Conoscenze

Stakeholder relationships

ROI case development

AI tool usage

Influence without authority

Formazione

Bachelor's degree

Strumenti

Salesforce

HubSpot

Intercom

Claude

Descrizione del lavoro

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 make sure they stay and grow with us.

This is a customer-facing role, spending most of your time with customers and collaborating with our teams to drive renewals, expansion, and measurable ROI, including gross and net revenue retention.