Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Own the customer experience, from onboarding to support and relationship building.
- Company: Join Ketch, a leader in responsible data use for the AI era.
- Benefits: Flexible hours, competitive salary, and opportunities for professional growth.
- Other info: Fluency in English and French is required; additional languages are a plus.
- Why this job: Make a real impact by helping global brands manage data privacy and compliance.
- Qualifications: 5+ years in customer success or related roles, with strong SaaS knowledge.
The predicted salary is between 60000 - 80000 ÂŁ per year.
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.
Customer Experience Manager - UK/EMEA employer: Ketch
Contact Detail:
Ketch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - UK/EMEA
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your skills align with their mission, especially in customer experience and technical support.
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences make you the perfect fit for the role. Highlight your customer success stories and how you’ve tackled challenges.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate your fit for the position.
We think you need these skills to ace Customer Experience Manager - UK/EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in customer success and any technical skills that align with Ketch's needs. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background makes you a perfect fit for Ketch. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Communication Skills: Since excellent written communication is key for this role, make sure your application is clear and concise. We love a well-structured application that reflects your ability to communicate effectively with customers and stakeholders.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy—just follow the prompts!
How to prepare for a job interview at Ketch
✨Know Your Stuff
Make sure you understand Ketch's Data Permissioning Platform and how it fits into the broader landscape of data privacy and compliance. Brush up on GDPR, CCPA/CPRA, and SaaS concepts so you can speak confidently about how your experience aligns with their needs.
✨Showcase Your Customer Success Skills
Prepare examples from your past roles where you've successfully managed customer relationships and resolved technical issues. Highlight your ability to translate technical details into business outcomes, as this is crucial for the Customer Experience Manager role.
✨Be Ready for Flexibility
Since the role requires flexibility in hours, be prepared to discuss how you can manage your time effectively while collaborating with US teams. Share any experiences where you've successfully navigated time zone challenges in previous roles.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely, both verbally and in writing. Given the importance of communication in this role, consider preparing a few key points about how you would approach customer conversations and QBRs.