Enterprise Customer Success Lead

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Manage relationships with 20 to 25 of Ketch's key strategic clients.

• Establish strong connections with stakeholders at each account, ranging from everyday users to executive sponsors.

• Maintain engagement beyond renewals to remain aware of developments in customers' businesses.

• Collaborate with each customer to define success metrics and illustrate ROI from Ketch.

• Conduct executive business reviews and develop account plans.

• Utilize the Success-at-Scale signal framework to proactively identify churn and renewal risks.

• Seek out expansion opportunities and collaborate with Account Executives to finalize them.

• Manage account escalations and relay customer feedback to the Product team.

• Assess success through gross and net revenue retention, connectivity to key decision-makers, and customer advocacy.

• Work closely with the Customer Success Lead, Digital & Scaled Programs, leveraging shared signals, playbooks, and metrics.

⛳️ Requirements

• Candidates must reside in Chicago, New York City, San Francisco, or Atlanta.

• A minimum of 12 years in B2B SaaS Customer Success or Account Management, including over 5 years with enterprise or strategic accounts.

• Proven success in retaining and expanding large accounts through ROI-focused discussions.

• Strongly preferred: knowledge of the privacy industry; CIPP or CIPM certification or a legal background.

• Practical experience with AI tools such as Claude.

• Start-up experience is a plus.

• Must be legally authorized to work in the United States.

• A Bachelor's degree is required.

• Proficiency in English is essential for all roles unless specified otherwise.

🏝️ Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums covered for full-time employees based in the US.

• Unlimited paid time off (PTO).

• 10 paid company holidays.

• Paid parental leave.

• Remote-friendly environment with flexible scheduling centered around core collaboration hours.

• Commuter benefits for employees working in the office.

• Equity opportunities.