Customer Success Lead, Enterprise Accounts

3 weeks ago
Full-time
Lead
Customer and Technical Support
Ketch

Ketch

Ketch provides data privacy management software through the Trust by Design Platform, empowering businesses to build trust with consumers, drive growth through data, and comply with regulations efficiently.

IT Services
51-250
Founded 2020
$43M raised

Description

  • Manage relationships with 20–25 strategic customer accounts, engaging users and executive sponsors.
  • Maintain regular customer engagement beyond renewals to understand changing business needs.
  • Define customer success metrics and demonstrate Ketch’s return on investment.
  • Lead executive business reviews and develop account plans.
  • Apply success signals, playbooks, and metrics to identify churn and renewal risks early.
  • Identify expansion opportunities and collaborate with Account Executives to close them.
  • Own account escalations and communicate customer feedback to Product.
  • Use AI tools and customer data from Salesforce, HubSpot, Intercom, and product systems to inform account strategy.
  • Drive gross and net revenue retention, executive access, and customer advocacy.

Requirements

  • 12+ years of experience in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts.
  • Demonstrated success retaining and expanding large accounts through ROI-focused conversations.
  • Experience building relationships with senior stakeholders and presenting business cases to executives.
  • Knowledge of how privacy, legal, and marketing teams operate privacy programs.
  • Privacy industry knowledge; CIPP or CIPM certification or a legal background is strongly preferred.
  • Hands-on experience with AI tools such as Claude.
  • Ability to influence Product, Engineering, and Sales without direct authority.
  • Startup experience preferred.
  • Bachelor’s degree required.
  • Remote work within the United States, willingness to travel to customer sites, and legal authorization to work in the U.S.; English proficiency required.

Benefits

  • 100% employer-paid medical, dental, and vision premiums for U.S.-based full-time employees.
  • Unlimited PTO, with employees encouraged to take at least 15 days annually.
  • 10 paid company holidays.
  • Paid parental leave.
  • Remote-friendly work with flexible scheduling around core collaboration hours.
  • Commuter benefits for office-based employees.

Interested in this position?

Apply directly on the company website

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