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.

You will own the end-to-end customer experience for regional customers -- blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. You’ll handle tactical ticket and onboarding work, act as an escalation partner for technical issues, and develop customer relationships that drive adoption and expansion as our EMEA book grows.
What you’ll do
Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer.
Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes.
Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements.
Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion.
Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.
Skills
Strong customer and stakeholder management, able to lead executive conversations and translate technical detail into business impact.
Proven delivery of implementations and high-quality customer-facing deliverables.
Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting.
Excellent written and verbal communication and a pragmatic, bias-for-action approach.
Fluency in English and French is required.
Requirements
Experience in a US-based early-stage B2B SaaS environment is essential.
At least 5 years’ 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.
Willingness to work flexible hours (including evening overlap) to collaborate with US teams is essential. 
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