Customer Experience Manager - UK/EMEA

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.

• 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.

• 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. Any additional European languages is a strong plus.