Key Facts

Remote From:

Full time

Senior (5-10 years)

English, French

Hard Skills

Solution Architecture Employee Onboarding Human Services Retention Ratios Executive Conversations Customer Lifecycle Management Escalation Procedures Stakeholder Communications Customer Success Management Employee Onboarding +3 more

Other Skills

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Distributed Team Management
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Consulting
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Non-Verbal Communication
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Time Management
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Teamwork
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Problem Solving

Roles & Responsibilities

5+ years of experience in customer success, professional services, solutions consulting, or a related customer-facing technical role at a cloud/SaaS company with experience managing larger customer relationships.
Experience in a US-based early-stage B2B SaaS environment.
Fluency in English and French.
Legally authorized to work in the UK.

Requirements:

Own a regional customer portfolio through the full implementation lifecycle—design, configuration, onboarding, adoption, and end-to-end delivery.
Post-go-live support for regional customers in collaboration with the CS team to ensure value delivery and health across the lifecycle.
Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and drive retention and expansion.
Serve as a technical escalation partner, working with Product and Engineering on fixes, providing ad-hoc timezone coverage and triaging/resolving issues to meet SLAs.

Ketch

About Ketch

Ketch enables businesses and platforms to build trust with consumers and drive growth through data. The Ketch Trust by Design Platform is a coordinated set of applications, infrastructure, and APIs that collapses the cost and complexity of privacy operations and mobilizes responsibly gathered data for deeper customer engagement and top-line growth. With Ketch Programmatic Privacy™ for privacy ops, companies can adapt programmatically to fast-changing regulations while managing risk and cutting operational and privacy engineering costs by 80%. With Ketch Data Stewardship, businesses achieve complete, dynamic data control and intelligence over a company’s vital data assets, building trust and creating the foundation for responsible AI and advanced data and analytics initiatives.

Company type: Scaleup

Founded: 2018

Company size: 51 - 200

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Job description

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.

What you'll do

You'll own a book of regional customers through the full implementation lifecycle, working collaboratively with the broader CS team to support customers in the region, with ad-hoc support coverage as needed.

Lead solution design, configuration, onboarding, and adoption to drive time-to-value for regional customers, owning implementations end-to-end and independently.
Support regional customers post go-live in collaboration with the broader CS team, ensuring consistent delivery of value across the customer lifecycle.
Translate product usage into business outcomes, contribute to strategic customer conversations (QBRs), and maintain customer health to support retention and expansion.
Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements.
Provide in-timezone support coverage on an ad-hoc basis, triaging and resolving customer issues to minimize downtime and meet SLAs.

Skills

Proven delivery of SaaS implementations and high-quality customer-facing deliverables, with the ability to manage multiple concurrent onboarding engagements independently.
Strong customer and stakeholder management, able to lead executive conversations and translate technical detail into business impact.
Excellent written and verbal communication and a pragmatic, bias-for-action approach.
Comfortable working within a regional CS team, collaborating across time zones to support shared customer outcomes.
Technically astute with strong understanding of SaaS concepts, integrations, and practical troubleshooting.

Requirements

5+ years of experience in customer success, professional services, solutions consulting, or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships.
Experience in a US-based early-stage B2B SaaS environment is essential.
Fluency in English and French is required
Comfortable operating autonomously and in ambiguity, with a strong sense of ownership and cross-functional collaboration.
Legally authorized to work in the UK.
Bachelor's degree or equivalent experience.