Customer Success Lead, Digital & Scaled Programs (Remote)

Job overview

The Customer Success Lead, Digital & Scaled Programs is a remote role for candidates located in a major hub, with priority given to Chicago, New York City, Los Angeles, San Francisco, and Atlanta. The stated US base salary range is $150,000–$175,000 per year, plus bonus, equity, and benefits. The role is part of Ketch’s Customer Experience team within its Go-to-Market organization. This lead builds and operates lifecycle-driven, one-to-many customer success programs that use customer behavior and product-usage signals to reduce risk and support expansion. The work connects CX Operations signals to customer playbooks, business reviews, value calculations, training, and engagement journeys, with impact measured primarily through net revenue retention.

What you'll do

• Develop and execute scalable, lifecycle-driven customer success programs
• turn CX Operations signals into playbooks, business reviews, value calculations, and email journeys
• identify churn and renewal risk and engage customers when hands-on support is needed
• apply expansion signals and build upsell pipeline
• handle escalations, health checks, and training while coordinating Product, Engineering, and Sales
• manage business reviews, RED account management, lifecycle management, retraining, and reporting
• create webinars and other one-to-many content
• measure net revenue retention and customer advocacy.

What we're looking for

Skills & competencies

customer success lead

digital programs

scaled programs

remote

major hub location

ketch

b2b saas

customer lifecycle

hubspot

ai tools

net revenue retention

$150k–$175k/year

bonus and equity

Work arrangement

• Weekend coverage required

Benefits & perks

• US-based full-time employees receive medical, dental, and vision coverage with 100% of premiums paid
• unlimited PTO with at least 15 days encouraged
• 10 paid company holidays
• paid parental leave
• flexible scheduling around core collaboration hours
• commuter benefits for office-based employees.

Why this role

Remote role with major-hub location requirement; hands-on use of AI tools and HubSpot or comparable marketing automation; data privacy, governance, or compliance experience preferred but not required.

About the employer

Ketch is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.