Strategic Enterprise CS Lead — ROI & Growth

Wwshemi; United States; Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Competitive medical, dental, andvision

Unlimited PTO

10 paid company 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. This remote, US-based role involves working closely with customers to demonstrate value and ensure retention and growth.

You will collaborate with the Customer Success Lead and other teams, using signals, playbooks, and metrics to reduce churn and identify expansion opportunities. Strong enterprise experience and AI tools proficiency are essential.

Qualifications

• 12+ years in B2B SaaS Customer Success or Account Management.
• 5+ years with enterprise or strategic accounts.
• Proven track record of retaining and expanding large accounts through ROI-led conversations.
• Privacy industry knowledge a plus; CIPP or CIPM certification or legal background is advantageous.
• Hands-on experience with AI tools such as Claude.

Responsibilities

• Build close relationships with stakeholders at each account, from daily users to executive sponsors.
• Define success metrics with each customer and demonstrate ROI from Ketch.
• Run executive business reviews and account plans.
• Identify expansion opportunities and partner with sales to close them.
• Own escalations for accounts and relay customer feedback to Product.

Skills

Relationship building

ROI presentations

AI tools Claude

Cross-functional influence

Account management

Education

Bachelor's degree

Tools

Claude AI

Salesforce

HubSpot

Intercom

Job description

Ketch is hiring a Customer Success Lead to own relationships with 20 to 25 of our largest strategic customers. This remote, US-based role involves working closely with customers to demonstrate value and ensure retention and growth.

You will collaborate with the Customer Success Lead and other teams, using signals, playbooks, and metrics to reduce churn and identify expansion opportunities. Strong enterprise experience and AI tools proficiency are essential.