Customer Success Manager - UK

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  Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer.

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  Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes.

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  Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements.

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  Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion.

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  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.

• 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

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.