Ketch

Customer Success Manager – Scaled Programs

Ketch

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $140,000 - $170,000 per year

About the role

  • Build and operate a Success at Scale program that meets customers where they are and helps them capture greater value from Ketch solutions
  • Partner cross-functionally (Product, Engineering, Sales, and other Customer Experience team) to understand and improve the customer journey
  • Understand customer needs and behavior signals to identify targeted actions that support customer value capture along their adoption journey
  • Synthesize customer trends and insights to inform Product and Engineering priorities
  • Build and operationalize repeatable playbooks, engagement approaches, and enablement resources that scale across the customer base.
  • Design and deliver 1:many content as part of the program. Examples may include office hours, webinars, and other training
  • Measure your impact through customer satisfaction, revenue retention (GRR) and account expansion

Requirements

  • 5+ years experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS.
  • 2+ years experience building or operating scalable customer engagement models
  • Experience using customer data, usage signals, and feedback to inform decisions and trigger actions that improve engagement, retention, and growth
  • Experience in data privacy, data governance, or compliance is strongly preferred, but not required
  • Based in the San Francisco Bay Area, and able to work on-site in our San Francisco office three days each week (Tuesday, Wednesday & Thursday)
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessCustomer Success OperationsLifecycle ManagementGrowth StrategiesB2B SaaSCustomer Engagement ModelsData PrivacyData GovernanceComplianceCustomer Data Analysis
Soft Skills
Cross-functional CollaborationCustomer Journey UnderstandingSynthesis of Customer TrendsContent Design and DeliveryImpact MeasurementCommunicationTraining DeliveryCustomer InsightsProblem SolvingAdaptability