[Hiring] Customer Experience Manager @Ketch

Role Description

This is an early, hands-on hire for the UK/EU region where flexibility is essential. You will own the end-to-end customer experience for regional customers — blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. The role is broad by design.

• Run discovery, solution design and configuration to lead technical onboarding and accelerate time-to-value.
• Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.
• 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.
• Identify and surface expansion opportunities and work with Sales to execute upsell/cross-sell motions.

Qualifications

• Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting.
• Proven delivery of implementations and high-quality customer-facing deliverables.
• 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.
• Fluency in English and French is required. Any additional European languages is a strong plus.

Requirements

• At least 5 years’ experience in customer success, professional services, support engineering, solutions consulting or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships.
• Prior experience building out customer functions/operations or working in early-stage customer environments is highly desirable.
• Willingness to work flexible hours (including late/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 required.

Company Description

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.