Customer Success Manager

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 own post-implementation customer relationships and drive adoption, long-term value, and expansion across a portfolio of mid-market and enterprise customers.

Following successful deployment of the Ketch platform, you will serve as the customer’s primary strategic partner. You will drive adoption and value capture, helping customers achieve measurable ROI aligned to their privacy goals. By translating platform usage into business outcomes, you will support retention and identify expansion opportunities across an assigned book of business, with accountability for Net Revenue Retention (NRR).

You will build strong executive and operational relationships, lead QBRs and strategic alignment conversations, and collaborate closely with Sales to position and execute expansion opportunities that drive customer and revenue growth.

This role is designed for a commercially-minded CSM who is comfortable owning outcomes and driving growth within an existing customer base.

This role is hybrid based out of our San Francisco office 3x a week.

• 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.

• 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.