Ketch - Customer Experience Manager - UK/EMEA
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Requirements
• 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. Any additional European languages is a strong plus. • 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 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
Responsibilities
• 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.
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