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 most significant strategic clients.

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

• Maintain engagement beyond renewals to grasp changes in customers' businesses.

• Establish success metrics with each client and illustrate ROI from Ketch.

• Conduct executive business reviews and create account plans.

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

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

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

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

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

⛳️ Requirements

• Candidates must be based 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 history of retaining and expanding large accounts through ROI-focused discussions.

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

• Practical experience with AI tools such as Claude.

• Preferred experience in a start-up environment.

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

• A Bachelor's degree is required.

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

🏝️ Benefits

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

• Unlimited paid time off (PTO).

• 10 paid company holidays.

• Paid parental leave.

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

• Commuter benefits available for office-based employees.

• Equity opportunities.