Strategic Customer Success Lead

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, and most of your time will be spent with customers.

You will work alongside our Customer Success Lead, Digital & Scaled Programs, using the same signals, playbooks, and metrics.

What You'll Do
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
You build lasting relationships with senior stakeholders.
You build ROI cases and present them to executives.
You use AI tools such as Claude to pull context from Salesforce, HubSpot, Intercom, and product data.
You influence Product, Engineering, and Sales without direct authority.
Requirements
Although this role is remote, candidate must be located in Chicago, New York City, San Francisco, or Atlanta
12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts
A 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