Customer Success Manager
Ketch
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Salary
💰 $150,000 - $170,000 per year
About the role
- Drive product adoption post-implementation by enabling customers to effectively use Ketch, confidently addressing product questions, and guiding teams on best practices.
- Build and maintain strong stakeholder relationships, leading QBRs and strategic alignment conversations that translate adoption into measurable value and outcomes.
- Act as an escalation point to remove blockers and influence outcomes that impact customer success and value realization.
- Identify and execute expansion opportunities by uncovering new use cases and evolving customer needs as value is realized, aligning customer priorities with Ketch solutions and partnering cross-functionally to drive growth.
- Support Success at Scale initiatives at Ketch from identification, through sequencing, development and launch.
- Maintain accurate customer notes and health insights to support internal visibility, forecasting, and expansion planning.
Requirements
- 5–7+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS, with direct ownership of Net Revenue Retention (NRR).
- Demonstrated ability to identify and drive expansion within an existing book of business, translating customer outcomes into measurable business impact.
- Comfortable leading executive-level conversations, including QBRs and strategic alignment discussions.
- Strong sense of ownership and accountability—you proactively identify opportunities and risks and follow through without heavy direction.
- Comfortable operating in ambiguity and adapting as processes, tooling, and priorities evolve in a scale-stage SaaS environment.
- Resourceful and proactive, with the ability to navigate cross-functional teams (Product, Legal, Privacy, Marketing, Engineering) to unblock customers and move initiatives forward.
- Experience managing mid-market and enterprise customers with multiple stakeholders and complex organizational dynamics.
- Experience in data privacy, data governance, or compliance is strongly preferred, but not required.
- Knowledge of core elements of Success at Scale initiative
- Based in the San Francisco Bay Area, working on-site in our San Francisco office three days each week.
- Legally authorized to work in the United States.
- Fluent in written and spoken English, knowledge of a second language is a plus.
- Bachelor’s degree required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementNet Revenue Retentiondata privacydata governancecomplianceSuccess at Scale initiative
Soft skills
stakeholder relationship managementleadershipstrategic alignmentownershipaccountabilityresourcefulnessproactive problem solvingadaptabilitycommunication
Certifications
Bachelor’s degree