Strategic Enterprise Success Lead

Ketch; Chicago (IL); Remote; USD 180,000 - 215,000; Full time

Benefits offered by this job

Competitive benefits package (medical,

Job summary

Ketch seeks a Customer Success Lead to manage relationships with 20–25 strategic customers, ensuring they realize value and renew and expand with us. You will work with our S&CS teams using established playbooks to drive retention and revenue growth.

The role is remote with US-focused location flexibility; candidate must reside in major tech hubs. You will collaborate across Product, Engineering, and Sales to protect and expand strategic accounts using ROI-based conversations.

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.
• 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 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 storytelling

AI tools Claude

Cross-functional influence

Education

Bachelor's degree

Tools

Claude AI

Job description

Ketch seeks a Customer Success Lead to manage relationships with 20–25 strategic customers, ensuring they realize value and renew and expand with us. You will work with our S&CS teams using established playbooks to drive retention and revenue growth.

The role is remote with US-focused location flexibility; candidate must reside in major tech hubs. You will collaborate across Product, Engineering, and Sales to protect and expand strategic accounts using ROI-based conversations.