Ketch

Customer Success Manager

• Drive product adoption post-implementation by enabling customers to effectively use Ketch, confidently addressing product questions, and guiding teams on best practices.
• Build and maintain strong stakeholder relationships, leading QBRs and strategic alignment conversations that translate adoption into measurable value and outcomes.
• Act as an escalation point to remove blockers and influence outcomes that impact customer success and value realization.
• Identify and execute expansion opportunities by uncovering new use cases and evolving customer needs as value is realized, aligning customer priorities with Ketch solutions and partnering cross-functionally to drive growth.
• Support Success at Scale initiatives at Ketch from identification, through sequencing, development and launch.
• Maintain accurate customer notes and health insights to support internal visibility, forecasting, and expansion planning.

Consultant

• Own the end-to-end, technically focused onboarding and implementation for customers—from requirements discovery and solution design to configuration and deployment.
• Ensure timely, high-quality deliverables that drive rapid time-to-value.
• Act as the single point of contact during onboarding, managing communication, expectations, and escalations.
• Function as a trusted advisor, guiding customers on privacy best practices, data governance processes, and product utilization strategies.
• Partner with Sales and Success to identify upsell and cross-sell opportunities aligned to customer needs and roadmap.
• Deliver training, feature walkthroughs, and best-practice recommendations to technical and business stakeholders.
• Advocate for customer needs internally, shaping future product and service enhancements.

Customer Success Manager

Professional Services Consultant