Professional Services Manager

Ketch • San Francisco, CA

13h • Hybrid

About The Position

Ketch is hiring a Professional Services Manager to own customer implementations end to end. The manager runs multiple implementations concurrently and serves as each customer's technical advisor and primary point of contact throughout the process. Professional Services is part of the Customer Experience team and the broader go-to-market organization. The role works closely with colleagues across GTM, Engineering, and Product.

The role is hybrid and based out of Ketch's San Francisco office, with on-site work three days per week. The successful candidate must live in the San Francisco Bay Area. Ketch is a 70-person, Series B software company focused on data privacy and permissioning.

Requirements

• Startup experience in B2B SaaS.
• The ideal candidate has at least 5 years of experience at a technical consulting firm and at least 2 years in Professional Services, Solutions Consulting, or Technical Account Management at a startup SaaS company.
• Experience managing multiple implementations simultaneously.
• Technical proficiency to independently lead conversations with customer technical stakeholders and guide them through SaaS architectures, APIs, JavaScript SDKs, and integrations; coding skills are not required.
• Ability to pick up technical concepts quickly and understand product architecture well enough to design appropriate customer solutions.
• Ability to explain complex concepts clearly to both executives and technical users.
• Structured problem-solving, early risk identification, and the ability to drive solutions proactively.
• Entrepreneurial mindset, bias for action, and comfort with ambiguity.
• Use of AI tools such as Claude in day-to-day work.
• Must live in the San Francisco Bay Area and work on-site in the San Francisco office three days per week.
• Fluent written and spoken English.
• Legally authorized to work in the United States.
• Bachelor's degree required.

Nice To Haves

• Ad-tech or mar-tech experience, especially understanding how websites and mobile apps capture data through pixels, scripts, and SDKs.
• Data privacy knowledge.
• Knowledge of a second language.

Responsibilities

• Own multiple concurrent customer implementations from discovery and solution design through deployment, serving as the customer's primary contact for communication, expectations, and escalations.
• Lead technical conversations with customer stakeholders and educate customer teams about platform features and use cases.
• Identify upsell opportunities as the main customer contact and work with Sales to close them.
• Share customer feedback with Product and Engineering to inform product and services development.
• Measure impact using time to value, customer satisfaction, and customer product utilization.

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 work with flexible scheduling built around core collaboration hours.
• Commuter benefits for office-based employees.
• Equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager