Enterprise/Strategic Customer Success Lead

📋 Description

• Build close relationships with stakeholders at each account, from daily users to executive sponsors.
• Stay in touch beyond renewals so you know what is changing in their business.
• Define success metrics with each customer and show the ROI they get from Ketch.
• Run executive business reviews and account plans.
• Use the Success-at-Scale signal framework to catch churn and renewal risk early.
• Find expansion opportunities and partner with Account Executives to close them.

🎯 Requirements

• Although this role is remote, candidate must be located in Chicago, New York City, San Francisco
• 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or
• A track record of retaining and expanding large accounts through ROI-led conversations.
• Strong plus: privacy industry knowledge; CIPP or CIPM certification or a legal background.
• Hands-on experience with AI tools such as Claude.
• Start-up experience preferred.

🎁 Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time
• Unlimited PTO
• 10 paid company holidays
• Paid parental leave
• Remote-friendly with flexible scheduling built around core collaboration hours
• Commuter benefits for office-based employees