Customer Experience Manager - UK/EMEA

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.

About the Role
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. 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

• 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.

Skills

• 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