Enterprise Customer Success Lead

🔥 3 hours ago

🏄 California, Illinois, +1 more states – Remote

🏄 California – Remote 🌽 Illinois – Remote 🗽 New York – Remote

💵 $180k - $215k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Ketch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

📋 Compliance

🔐 Security

💰 Later Stage VC (Series B) on 2023-12

SaaS • Compliance • Security

Ketch is a modern privacy-management SaaS platform that provides permissioning infrastructure to help organizations discover, control, and activate customer data safely for AI, advertising, and personalization. The platform combines continuous data discovery and mapping, consent and preference management, data subject request (DSR) automation, profile management for AI-ready audiences, and AI governance. Ketch’s Agent Network synthesizes regulatory, policy, and operational context to enforce permission decisions across connected systems in real time; the company is positioned for enterprise customers and is used by thousands of brands.

📋 Description

• Own relationships with 20 to 25 of Ketch's largest strategic customers • Build close relationships with stakeholders at each account, from daily users to executive sponsors • Stay in touch beyond renewals to understand changes in customers' businesses • Define success metrics with each customer and demonstrate ROI from Ketch • Run executive business reviews and account plans • Use the Success-at-Scale signal framework to identify churn and renewal risk early • Find expansion opportunities and partner with Account Executives to close them • Own account escalations and bring customer feedback to Product • Measure success through gross and net revenue retention, access to key decision makers, and customer advocacy • Work alongside the Customer Success Lead, Digital & Scaled Programs, using shared signals, playbooks, and metrics

🎯 Requirements

• Candidate must be located in Chicago, New York City, San Francisco, or Atlanta • 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts • 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 • Legally authorized to work in the United States • Bachelor's degree required • English proficiency is a requirement for all roles unless stated otherwise

🏖️ Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees • 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 • Equity

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