Benefits
Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees
Unlimited PTO
10 paid company holidays
Paid parental leave
Remote-friendly with flexible scheduling built around core collaboration hours
Commuter benefits for office-based employees
Equity
About the Role
Ketch is hiring a Professional Services Manager to own customer implementations end to end. You will run several implementations at once and act as the customer's technical advisor and main point of contact throughout. Professional Services is part of our CX Team and part of our larger GTM organization.
As a Professional Services Manager, you will work closely with colleagues across the GTM, Engineering, and Product teams.
What You'll Do
Own many concurrent customer implementations end to end, from discovery and solution design to deployment, as the customer's single point of contact for communication, expectations, and escalations.
Own technical conversations with customer stakeholders and educate customer teams on the platform's features and use cases.
Identify upsell opportunities as the customer's main point of contact and work alongside Sales to close them.
Bring customer feedback to Product and Engineering to shape future product and services.
Measure impact through time to value, customer satisfaction, and customer product utilization.
Skills
You pick up technical concepts quickly and understand a product's architecture well enough to design the right solution setup for each customer.
You explain complex ideas simply to executives and technical users alike.
You think in a structured way, spot risks early, and drive solutions without being asked.
You bring an entrepreneurial mindset and a bias for action, and you are comfortable with ambiguity.
You use AI tools such as Claude in your day-to-day work.
Requirements
This is a hybrid role based out of our SF office. You must live in the San Francisco Bay Area and work on-site in our office three days a week
Start-up experience in B2B SaaS required
Ideal candidate has 5+ years of experience in professional services or technology/management consulting with at least 2 years leading B2B SaaS customer implementations
Experience managing many implementations at the same time
Technically proficient enough to lead every conversation with the customer's technical stakeholders independently and guide them through Ketch technology, including SaaS architectures, APIs, JavaScript SDKs, and integrations; coding skills are not required
Ad-tech or mar-tech experience is a strong plus, especially an understanding of how websites and mobile apps capture data through pixels, scripts, and SDKs
Data privacy knowledge is a plus, but not required
Fluent in written and spoken English; knowledge of a second language is a plus
Legally authorized to work in the United States
Bachelor's degree required
The US Base Salary range for this full-time position is $130,000 - $150,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Information collected and processed as part of any job applications you choose to submit is subject to Ketch's Applicant and Employee Privacy Notice.
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.
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.
