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- Tasks: Own the customer experience, ensuring smooth onboarding and ongoing success.
- 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: Work autonomously in a dynamic environment with a focus on collaboration.
- 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, fluent in English and French.
The predicted salary is between 60000 - 75000 £ per year.
You will own the end-to-end customer experience for regional customers, blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. 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:
- Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer.
- Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes.
- 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.
- Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.
Skills:
- 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.
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.
- 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.
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.
Customer Success Manager - UK employer: Ketch
Contact Detail:
Ketch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - UK
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ketch on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Ketch's products inside out. Think about how your experience aligns with their mission of responsible data use. Show them you’re not just a fit for the role, but for the company culture too!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use the STAR method (Situation, Task, Action, Result) to keep it structured and impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression. Plus, it shows you’re genuinely interested in joining the team!
We think you need these skills to ace Customer Success Manager - UK
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success and SaaS environments, and show us how you can own the end-to-end customer experience.
Showcase Your Communication Skills: Since excellent written and verbal communication is key, use your application to demonstrate this. Keep it clear, concise, and professional while still letting your personality shine through!
Highlight Technical Acumen: We’re looking for someone technically astute, so don’t shy away from mentioning your understanding of SaaS concepts and any relevant troubleshooting experience. This will help us see how you can act as a technical escalation partner.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Ketch
✨Know Your Customer Lifecycle
Make sure you understand the end-to-end customer experience. Familiarise yourself with how to manage customer relationships and drive adoption. Be ready to discuss specific examples of how you've successfully navigated similar processes in your previous roles.
✨Technical Savvy is Key
Brush up on your SaaS knowledge and be prepared to talk about technical troubleshooting. You might be asked to explain how you've handled technical issues in the past, so have some solid examples ready that showcase your problem-solving skills.
✨Communication is Everything
Since you'll be leading executive conversations, practice translating technical details into business outcomes. Think about how you can convey complex information clearly and concisely, as this will be crucial in your role.
✨Flexibility and Ownership
Be ready to discuss your experience working autonomously and managing ambiguity. Highlight instances where you've taken ownership of a project or situation, especially in a fast-paced environment, as this will resonate well with the interviewers.