Strategic Enterprise CSM Lead - ROI & Growth

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

Benefits offered by this job

Unlimited PTO

10 paid company holidays

Paid parental leave

Remote-friendly with core hours

Commuter benefits

Equity

Job summary

Ketch is seeking 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, demonstrate the value of Ketch, and ensure they stay and grow with us. This is a customer-facing role working with our Customer Success Lead and Digital & Scaled Programs.

You will use proven playbooks and metrics to drive retention and expansion, collaborating across teams to maximize impact and ROI for enterprise clients.

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 through ROI-led conversations
• Hands-on experience with AI tools such as Claude
• 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 so you know what is changing in their business.
• 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, direct phone and text access to key decision makers, and customer advocacy.

Skills

Relationship building

ROI analysis

AI tools (Claude)

Influence without authority

Education

Bachelor's degree

Tools

Claude

Salesforce

HubSpot

Intercom

Product data

Job description

Ketch is seeking 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, demonstrate the value of Ketch, and ensure they stay and grow with us. This is a customer-facing role working with our Customer Success Lead and Digital & Scaled Programs.

You will use proven playbooks and metrics to drive retention and expansion, collaborating across teams to maximize impact and ROI for enterprise clients.