At a Glance
- Tasks: Manage customer success for regional clients, ensuring smooth onboarding and ongoing support.
- Company: Join Ketch, a leader in responsible data use for the AI era.
- Benefits: Flexible remote work, competitive salary, and a commitment to diversity and inclusion.
- Other info: Collaborative team environment with opportunities for professional growth.
- Why this job: Make a real impact by helping global brands navigate data privacy and compliance.
- Qualifications: 5+ years in customer success with SaaS experience; fluent in English and French.
The predicted salary is between 60000 - 75000 £ 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.
What you'll do
- 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.
Ketch is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
If you have a need that requires accommodation, please let us know by emailing (email protected).
Ketch is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Ketch does not accept agency resumes. Please do not forward resumes to our jobs alias, Ketch employees, or any other organization location. Ketch is not responsible for any fees related to unsolicited resumes.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Remote Customer Success Manager - UK (French Speaking) in Halifax employer: Ketch
Ketch is an exceptional employer that champions a culture of collaboration and innovation, particularly for the Remote Customer Success Manager role. With a commitment to employee growth, Ketch offers extensive training opportunities and a supportive work environment that values diversity and inclusion. Located in the UK, this position allows for flexible remote work while engaging with global brands, making it a rewarding opportunity for those passionate about responsible data use in the AI era.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager - UK (French Speaking) in Halifax
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ketch. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ketch before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Manager - UK (French Speaking) in Halifax
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ketch:Your cover letter is your chance to shine! Tell us why you want to work at Ketch specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ketch!
How to prepare for a job interview at Ketch
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
