Job Overview
Location
Remote - UK
Job Type
Full-time
Category
Customer Success
Date Posted
May 13, 2026
Full Job Description
đź“‹ Description
- • You will own the end-to-end customer experience for regional customers, blending technical onboarding/implementations, in-timezone support coverage, and post-implementation success as a Customer Success Manager for Ketch, Inc. in the UK market.
- • You will serve as a single point of contact for customers, leading solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term outcomes.
- • You will act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements while translating product usage into business outcomes through strategic customer conversations like QBRs.
- • You will triage and resolve customer issues to minimize downtime, meet SLAs, and provide in-timezone coverage to support the global support team, ensuring high-touch, proactive engagement.
- • You will develop customer relationships that drive adoption and expansion as Ketch’s EMEA book grows, leveraging fluency in English and French to engage stakeholders across regions.
🎯 Requirements
- • 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.
- • Fluency in English and French is required.
- • Willingness to work flexible hours (including evening overlap) to collaborate with US teams is essential.
- • Legally authorized to work in the UK.
- • Bachelor’s degree or equivalent experience.
🏖️ Benefits
- • Opportunity to own the full customer lifecycle end-to-end as a single point of contact, driving impact from onboarding to expansion.
- • Role as a technical escalation partner collaborating directly with Product and Engineering teams to influence product improvements.
- • Exposure to strategic customer conversations (QBRs) and business outcome translation, building executive communication and advisory skills.
- • Flexible, remote work arrangement based in the UK with global team collaboration.
- • Opportunity to grow with a fast-moving early-stage B2B SaaS company scaling its EMEA presence.
Skills & Technologies
About Ketch, Inc.
Ketch, Inc. is a privacy and data governance technology company that provides a platform for businesses to manage data privacy compliance, consent, and data subject rights at scale. The company's platform enables organizations to automate privacy workflows, enforce data usage policies, and maintain audit trails across complex data ecosystems. Ketch serves enterprises in industries such as technology, finance, healthcare, and retail, helping them comply with regulations like GDPR, CCPA, and HIPAA. Founded in 2018 and headquartered in San Francisco, Ketch leverages a no-code, policy-driven approach to data governance, allowing legal, engineering, and marketing teams to collaborate on data privacy without deep technical expertise. The company has raised significant venture capital and is recognized as a leader in the emerging privacy tech space.
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