Professional Services Manager

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 in a technical consulting firm, and 2+ years in Professional Services, Solutions Consulting, or Technical Account Management at a startup SaaS company
• 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

Additional information

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 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.