Customer Success Manager, Scaled Programs

About Ketch

Ketch is redefining responsible data use for the AI era. Our Data Permissioning Platform helps companies manage data privacy, consent, and compliance—while enabling privacy-safe data activation across devices, systems, and third-party applications. Global brands rely on Ketch to support GDPR, CCPA/CPRA, and modern data governance initiatives.

About the Role

Ketch is hiring a Customer Success Manager 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 (Customer Experience) team and part of our larger Go-to-Market organization.

As the CSM lead for Success-at-Scale, you will work closely with colleagues across the Go-to-Market (marketing, sales, CX) and Tech and Product teams.  

You will 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

• 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

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Skills

• Design, execute, and iterate on customer engagement models (e.g., lifecycle journeys, office hours, webinars, and enablement)

• Bring order and operating discipline to a rapidly growing business

• Identify patterns across customers and translate insights into repeatable high-value customer-facing content and plays

• Comfort with ambiguity

• Able to navigate cross-functional teams (e.g., Product, Marketing, Legal) to move work forward

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