Customer Success Lead, Digital & Scaled Programs (Remote)

The Customer Success Lead, Digital & Scaled Programs (Remote) at Ketch is the catalyst that turns complex data‑privacy implementations into measurable business outcomes. In this role you own the end‑to‑end journey for enterprise‑level clients adopting Ketch’s privacy‑automation platform, ensuring adoption, renewal, and expansion across digital and scaled programs. Your strategic guidance accelerates time‑to‑value, reduces compliance risk, and drives revenue growth, positioning Ketch as the go‑to partner in the rapidly evolving privacy‑tech landscape. Reporting to the Head of Customer Success, you will influence product roadmaps, shape best‑practice frameworks, and mentor a growing team of success managers, opening clear pathways to senior leadership or product‑strategy positions as the business scales globally.

Key responsibilities include:
- Design and execute onboarding, adoption, and expansion plans for high‑volume digital privacy programs, aligning with client objectives and regulatory timelines.
- Conduct quarterly business reviews, leveraging data analytics to surface usage insights, health scores, and upsell opportunities.
- Partner with Sales, Product, and Engineering to translate client feedback into feature enhancements and roadmap priorities.
- Lead cross‑functional workshops that educate stakeholders on privacy‑by‑design, consent management, and data subject request automation.
- Build and maintain scalable success playbooks, templates, and KPI dashboards that drive consistent outcomes across diverse industries.
- Mentor junior Success Managers, fostering a culture of continuous learning and customer‑centric problem solving.
- Advocate for client success internally, escalating issues promptly and ensuring rapid resolution.

Ketch offers a fully Remote work environment where autonomy, collaboration, and impact are celebrated daily. Our culture is built on transparency, innovation, and a relentless focus on customer outcomes, making every team member a stakeholder in our mission to simplify privacy compliance. You’ll benefit from a robust professional development budget, access to industry conferences, and a clear career ladder that rewards strategic thinking and execution. As privacy regulations evolve worldwide, your expertise will be at the forefront of shaping how companies protect data, giving you unparalleled visibility and influence in a high‑growth sector. Join Ketch to lead transformative programs, work with cutting‑edge technology, and accelerate your career while helping clients navigate the future of digital compliance.