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Ketch is a data permissioning platform helping brands manage privacy, consent, and data activation for the AI era. You will lead Customer Experience Operations, Partner Operations, and support Sales Operations, reporting to the VP of Revenue Operations & SMB Sales.
You own the operational backbone for Customer Success, Professional Services, Support, and Renewals. You'll design and implement scalable systems that reduce manual work across onboarding, health scoring, escalations, capacity forecasting, services delivery, and renewal motions. You'll build analyses that surface churn risk, expansion opportunities, services margin, and support efficiency, then translate findings into process and systems improvements.
You'll stand up and maintain operational infrastructure for the partner ecosystem, including partner onboarding, deal registration, co-sell tracking, partner-sourced pipeline reporting, certifications, delivery quality, churn, and PSAT. You'll give partner leadership clear visibility into partner performance and program ROI.
You'll support core sales operations through pipeline hygiene, forecasting cadence, process questions, and CRM workflow improvements, partnering with sales leadership on analyses that inform go-to-market decisions.
Your systems philosophy: design durable systems, not quick fixes. Quantify and prioritize business value before investing in automation. Ensure every system captures data needed to analyze the process it runs. You'll work with AI tools to accelerate systems design, administration, and integration work. Build AI-driven analytical tools and self-serve reporting that empower leaders to answer their own questions. Continuously evaluate where AI can replace manual processes.
You'll run analyses that change how the company operates, not just report numbers. Construct business cases for process and systems investments and tell the story.
Required: 10+ years in operational roles at SaaS companies; 5+ years supporting Customer Success, Professional Services, Support, and/or Renewals teams; demonstrated track record designing and implementing business systems (CRM, CS platforms, support tooling, billing/renewal infrastructure) built to scale; demonstrated experience running analyses that informed process and systems changes; hands-on use of AI to multiply output in systems work, analytics, or tool-building; comfort operating as a senior individual contributor; ability to translate operational and systems work into measurable business value; success working as part of a virtual global team; exceptional time management and people alignment skills; Bachelor's degree or equivalent; legal work authorization in the US; English fluency.
