Ketch Is Hiring A Customer Success Manager

Join Ketch: Pioneering Responsible Data Use in the AI Era

Become a vital part of Ketch's mission to redefine data privacy and compliance by managing regional customer implementations and supporting our global brands in navigating modern data governance.

About Ketch 🚀

Ketch is at the forefront of responsible data utilization in the AI landscape. Our Data Permissioning Platform empowers companies to oversee data privacy, consent, and compliance seamlessly. We facilitate privacy-safe data activation across devices, systems, and third-party applications, supporting regulations like GDPR, CCPA/CPRA, and modern data governance initiatives worldwide.

What You'll Do 🎯

• Account Ownership: Manage a portfolio of regional customers through the entire implementation lifecycle. Collaborate with the Customer Success (CS) team to support regional customers, providing ad-hoc assistance as needed.
• Solution Leadership: Lead solution design, configuration, onboarding, and adoption efforts to deliver rapid value. Own end-to-end implementations independently.
• Post-Go-Live Support: Collaborate with the broader CS team to support customers after launch, ensuring the delivery of ongoing value throughout their journey.
• Business Outcome Focus: Translate product usage into tangible business results, contribute to strategic discussions such as Quarterly Business Reviews (QBRs), and maintain customer health to foster retention and growth.
• Technical Escalation & Expertise: Serve as a point of escalation for technical issues and as a subject-matter expert, working closely with Product and Engineering teams to implement fixes and improvements.
• Flexible Support: Provide support across time zones on an as-needed basis, promptly triaging and resolving customer issues to minimize downtime and uphold SLAs.

Skills & Qualifications 🛠️

• Implementation Experience: Proven track record delivering SaaS implementations and high-quality customer-facing outputs, capable of managing multiple onboarding projects independently.
• Stakeholder Management: Strong ability to lead executive conversations and translate technical details into business impacts.
• Communication Skills: Excellent written and verbal communication skills with a pragmatic, proactive approach.
• Regional Collaboration: Comfortable working within a regional Customer Success team, collaborating across time zones to achieve shared goals.
• Technical Acumen: Solid understanding of SaaS concepts, integrations, and troubleshooting practical issues.

Requirements ✅

• 5+ years of experience in customer success, professional services, solutions consulting, or similar customer-facing technical roles within a cloud/SaaS organization, with experience managing large customer accounts.
• Experience working in a US-based early-stage B2B SaaS environment is essential.
• Fluent in English and French, with excellent communication skills in both languages.
• Ability to operate autonomously, embrace ambiguity, and demonstrate a strong sense of ownership and cross-functional collaboration.
• Legally authorized to work in the UK.
• Bachelor’s degree or equivalent professional experience.