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
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.
