Senior Customer Success Manager, Scaled Programs

About the Role

Ketch is hiring a Customer Success Lead to build and operate 'Success-at-Scale' programs that help customers capture the full range benefits from Ketch products, support growth, and reduce risk across our customer base. This role is responsible for developing and executing a 1:many, lifecycle-driven Success-at-Scale program. Customer Success is part of our CX team and part of our larger Go-to-Market organization.

As the CS lead for Success-at-Scale, you will work closely with colleagues across the GTM, Engineering, and Product teams.

You'll help define and execute how we engage customers—using behavior and usage signals to trigger the right interactions that reduce risk and drive expansion.

What You'll Do

• 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.

Requirements

• 5+ years experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS, ideally within a matrix organization
• Start-up experience strongly preferred, with a self-starter mindset.
• 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
• Experience in data privacy, data governance, or compliance is strongly preferred, but not required
• Although this role is remote, candidate must be located in a major hub - priority for candidates in Chicago, New York City, Los Angeles, San Francisco, and Atlanta
• Fluent in written and spoken English; knowledge of a second language is a plus
• Legally authorized to work in the United States
• Bachelor's degree required

The US Base Salary range for this full-time position is $150,000 - $175,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.