Note: The job is a remote job and is open to candidates in USA. Ketch is hiring a Customer Success Lead to build and operate lifecycle-driven, one-to-many Success-at-Scale programs that help customers realize value, support growth, and reduce risk. The role uses customer behavior and usage signals to guide engagement, retention, and expansion, while partnering with teams across GTM, Engineering, and Product.
Responsibilities
- Partner closely with CX Ops, who build and maintain the underlying signal systems, and turn what those systems surface into the playbooks, business reviews, value calculations, and email journeys that drive customers to action
- Apply these playbooks to catch churn and renewal risk early, and engage customers directly when hands-on support is needed
- Apply these playbooks to the expansion signals CX Ops surfaces across email, phone, Slack, platform usage, website, and inbound channels, and build upsell pipeline
- Act as the primary contact for customer escalations, running health checks and trainings directly and coordinating Product, Engineering, and Sales as needed
- Manage the program's core operating cadence, including business reviews at scale, RED account management, lifecycle management, customer retraining, and reporting
- Design and deliver one-to-many content such as webinars and other training
- Measure impact primarily through net revenue retention (NRR) and secondarily through customer advocacy, including case studies, references, and public reviews
Skills
- You use AI tools such as Claude to turn the signals CX Ops surfaces into business review decks, value calculations, and email journeys, refining engagement plays as new signals come in
- You have hands-on HubSpot experience building customer segments and targeted outbound content
- You're comfortable presenting value directly to customers and have enough product depth to handle escalations independently
- You navigate a matrix organization and influence cross-functional teams, including Product, Engineering, Sales, Marketing, and Legal, without direct authority
- You build and communicate the program clearly amid ambiguity, executing and iterating across both breadth and depth
- 5+ years experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS, ideally within a matrix organization
- 2+ years experience building or operating scalable customer engagement models
- Hands-on experience using AI tools (e.g., Claude) to turn customer signals into business reviews, value calculations, and engagement automation
- Proficient in using customer data and usage signals to improve engagement, retention, and growth
- Hands-on experience with HubSpot or a comparable marketing automation platform
- Fluent in written and spoken English
- Legally authorized to work in the United States
- Bachelor's degree required
- Start-up experience strongly preferred, with a self-starter mindset
- Experience in data privacy, data governance, or compliance is strongly preferred, but not required
- Knowledge of a second language
Benefits
- Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees
- Unlimited PTO, with employees encouraged to take at least 15 days a year
- 10 paid company holidays
- Paid parental leave
- Remote-friendly with flexible scheduling built around core collaboration hours
- Commuter benefits for office-based employees
- Bonus
- Equity
Company Overview