Enterprise/Strategic Customer Success Lead

1 day 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
51-200
Founded 2020
$43M raised

Description

  • Build relationships with customer stakeholders, from daily users to executive sponsors.
  • Maintain ongoing engagement with accounts to understand changes in their business needs.
  • Define customer success metrics and demonstrate Ketch’s return on investment.
  • Lead executive business reviews and develop account plans.
  • Use the Success-at-Scale framework to identify churn and renewal risks early.
  • Identify expansion opportunities and partner with Account Executives to close them.
  • Own customer escalations and communicate customer feedback to the Product team.
  • Drive gross and net revenue retention, customer advocacy, and executive engagement.

Requirements

  • Be located in Chicago, New York City, San Francisco, or Atlanta.
  • Have 12+ years of B2B SaaS Customer Success or Account Management experience, including 5+ years managing enterprise or strategic accounts.
  • Demonstrate a track record of retaining and expanding large accounts through ROI-focused conversations.
  • Build and maintain relationships with senior customer stakeholders.
  • Develop and present ROI business cases to executive audiences.
  • Have hands-on experience using AI tools such as Claude with Salesforce, HubSpot, Intercom, and product data.
  • Influence Product, Engineering, and Sales teams without direct authority.
  • Hold a bachelor’s degree and be legally authorized to work in the United States.
  • Have English proficiency.
  • Privacy industry knowledge, CIPP or CIPM certification, legal background, and startup experience are preferred.

Benefits

  • Base salary of $180,000–$215,000, based on location and qualifications.
  • Equity package.
  • Medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees.
  • Unlimited PTO and 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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