Job Description

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.