Customer Success Lead, Scaled Programs

2 weeks, 1 day ago
Full-time
Senior
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

  • Develop and execute a one-to-many, lifecycle-driven Success-at-Scale program.
  • Convert customer signals into playbooks, business reviews, value calculations, email journeys, and engagement campaigns.
  • Identify and address churn, renewal, and expansion opportunities across multiple customer channels.
  • Serve as the primary contact for escalations, conducting health checks and training while coordinating Product, Engineering, and Sales.
  • Manage business reviews, RED account management, lifecycle programs, retraining, and reporting.
  • Design and deliver webinars and other one-to-many customer training content.
  • Measure program performance through net revenue retention, customer advocacy, case studies, references, and public reviews.
  • Collaborate with CX Operations, Marketing, Sales, Product, Engineering, and Legal teams.

Requirements

  • 5+ years of experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar B2B SaaS role.
  • 2+ years of experience building or operating scalable customer engagement models.
  • Hands-on experience using AI tools such as Claude to create business reviews, value calculations, and engagement automation.
  • Experience using customer data and usage signals to improve engagement, retention, and growth.
  • Hands-on experience with HubSpot or a comparable marketing automation platform.
  • Experience presenting customer value and independently handling product escalations.
  • Ability to influence cross-functional teams in a matrix organization without direct authority.
  • Startup experience and a self-starter mindset preferred.
  • Experience in data privacy, data governance, or compliance strongly preferred.
  • Bachelor’s degree, fluent English, U.S. work authorization, and availability to work in the United States required; San Francisco Bay Area base preferred and additional language skills are a plus.

Benefits

  • Medical, dental, and vision coverage with 100% of premiums paid for U.S.-based full-time employees.
  • Unlimited paid time off, 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

Apply Now

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