Enterprise/Strategic Customer Success Lead
New
K
KetchPrivacy software
Although this role is remote, candidate must be located in Chicago, New York City, San Francisco, or AtlantaFull-TimeLead
SalaryThe US Base Salary range for this full-time position is $180,000 - $215,000 + equity + benefits.
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Job Details
- Languages
- English proficiency is a requirement for all roles unless stated otherwise in the job posting.
- Experience
- 12+ years in B2B SaaS Customer Success or Account Management, including 5+ years with enterprise or strategic accounts
- Required Skills
- SalesforceHubSpotAccount Management
Requirements
- Have 12+ years of experience in B2B SaaS Customer Success or Account Management.
- Have at least 5 years of experience with enterprise or strategic accounts.
- Demonstrate a track record of retaining and expanding large accounts through ROI-led conversations.
- Build lasting relationships with senior stakeholders.
- Build ROI cases and present them to executives.
- Have hands-on experience with AI tools such as Claude.
- Use tools such as Salesforce, HubSpot, and Intercom to pull customer context.
- Hold a bachelor's degree.
- Privacy industry knowledge is a strong plus.
- CIPP or CIPM certification or a legal background is a strong plus.
- Startup experience is preferred.
Responsibilities
- Build relationships with account stakeholders, from daily users to executive sponsors.
- Stay in touch with customers beyond renewals to understand changes in their businesses.
- Define success metrics with each customer and demonstrate their ROI from Ketch.
- Run executive business reviews and create account plans.
- Use the Success-at-Scale signal framework to identify churn and renewal risks early.
- Identify expansion opportunities and partner with Account Executives to close them.
- Own account escalations and bring customer feedback to Product.
- Measure performance through gross and net revenue retention, direct phone and text access to key decision makers, and customer advocacy.
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