Customer Success Manager - UK (French Speaking)
Ketch
Sales & Business Development, Customer Service
United Kingdom · Remote
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
You'll 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.
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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 nicole.jeans@ketch.com.
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.
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