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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: Work in a dynamic environment with a focus on collaboration and innovation.
- 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 - 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 complianceâwhile 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, handsâon hire for the UK/EU region where flexibility is essential. You will own the endâtoâend customer experience for regional customers â blending technical onboarding/implementations, inâtimezone support coverage and postâimplementation 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 timeâtoâvalue.
- Triage and resolve customer issues to minimize downtime and meet SLAs, providing inâtimezone coverage to support the global support team.
- Act as a technical escalation partner and subjectâmatter 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/crossâsell motions.
Skills
- Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting.
- Proven delivery of implementations and highâquality customerâfacing 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, biasâforâaction 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 customerâfacing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships.
- Prior experience building out customer functions/operations or working in earlyâstage 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 crossâfunctional collaboration.
- Legally authorized to work in the UK.
- Bachelor's degree required.
Customer Experience Manager - UK/EMEA in London employer: Ketch
Contact Detail:
Ketch Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Experience Manager - UK/EMEA in London
â¨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 arenât even advertised yet.
â¨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and needsâespecially around customer experience!
â¨Tip Number 3
Show off your skills in real-time! If you get the chance, demonstrate your problem-solving abilities during interviews. Use examples from past experiences to illustrate how youâve tackled challenges.
â¨Tip Number 4
Donât forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Experience Manager - UK/EMEA in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in customer success and any relevant SaaS knowledge, as this will show us you understand what we're looking for.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear and concise. Use professional language but let your personality shine throughâafter all, we want to see the real you!
Demonstrate Technical Acumen: Weâre looking for someone technically astute, so donât shy away from mentioning your experience with integrations and troubleshooting. Give us examples of how you've tackled technical challenges in the past.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us you're proactive!
How to prepare for a job interview at Ketch
â¨Know Your Stuff
Make sure you understand Ketch's Data Permissioning Platform inside and out. Familiarise yourself with GDPR, CCPA/CPRA, and how they relate to customer experience. This will help you speak confidently about how you can enhance the customer journey.
â¨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your ability to manage customer relationships and handle technical onboarding. Highlight any successes in reducing downtime or improving customer satisfactionânumbers speak volumes!
â¨Be Ready for Technical Questions
Since this role requires a strong understanding of SaaS concepts and troubleshooting, brush up on common technical issues and solutions. Be prepared to discuss how you've resolved similar challenges in previous positions.
â¨Communicate Clearly
Practice articulating complex technical details in a way that's easy for non-technical stakeholders to understand. This is crucial for leading executive conversations and translating product usage into business outcomes.