About Ketch Ketch is redefining responsible data use for the AI era. Our Data Permissioning Platform helps companies manage data privacy, consent, and compliance—while enabling privacy-safe data activation across devices, systems, and third-party applications. Global brands rely on Ketch to support GDPR, CCPA/CPRA, and modern data governance initiatives. About the Role This is an early, hands-on hire for the UK/EU region where flexibility is essential. You will own the end-to-end customer experience for regional customers — blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. The role is broad by design. You’ll handle tactical ticket and onboarding work, act as an escalation partner for technical issues, and develop customer relationships that drive adoption and expansion as our EMEA book grows. What you’ll do - Run discovery, solution design and configuration to lead technical onboarding and accelerate time-to-value. - Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team. - 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. - Identify and surface expansion opportunities and work with Sales to execute upsell/cross-sell motions. Skills - Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting. - Proven delivery of implementations and high-quality customer-facing deliverables. - Strong customer and stakeholder management, able to lead executive conversations and translate technical detail into business impact. - 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. Requirements - At least 5 years’ experience in customer success, professional services, support engineering, solutions consulting or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships. - Prior experience building out customer functions/operations or working in early-stage customer environments is highly desirable. - 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 - Bachelor’s degree required

Role Description The Student Success Advisor (SSA) Career & Programmatic is critical to Post University's academic success and retention efforts for online and/or regional site students. The SSA C&P provides a consistent point of contact for a student’s specific area of study from when the student begins classes at the University to graduation. This person proactively builds a trusting and supportive relationship with new students at the beginning of a student's studies and carries that relationship through to graduation. Through counseling and positive coaching, the SSA works with a student to overcome barriers impeding adult students from reaching their academic and career goals. The SSA is a champion for student success and for the University brand. This position offers the option to work remotely. Candidates must connect equipment directly to their home router (Post provides a 50-foot ethernet cable; no wireless connections). Minimum internet requirements include 25 Mb download speed, 15 Mb upload speed, and latency below 40 for reliable audio quality. Candidates are responsible for ensuring their internet meets these standards before the start date. A dedicated, quiet home workspace free from distractions is also required. Essential Accountabilities - Requires an insightful and innovative approach to achieving exceptional student engagement, commitment, and readiness results. - Proactively develop and maintain a positive and supportive relationship with students that welcomes them to our learning community, creates bonds with the university, and ensures that students have a consistent student service resource. - Communicate directly, effectively, and often with all assigned students to keep them connected with us, informed, and engaged in an open conversation through their first term. - Leverage University technology systems to enhance relationships with students. - Communicate positively and effectively with students by phone. - Respond promptly to student questions and requests (typically on the same day) by telephone and email. - Advocate student needs across all departments of the University; actively and independently own and manage your student caseload. - Use University systems to track and assess how your assigned students are progressing towards graduation/completing their program and report these metrics to management regularly. - Analyze student data from internal systems and external sources to create information that your team and management can use to improve the student experience and the services we provide. - Proactively and creatively work independently and as a Student Success Advisor team member to identify barriers to students' academic success and develop solutions that improve retention. - Introduce and train students on university systems (e.g., Web Registration and Blackboard). - Accurately communicate and support university academic and university policies. - Provide students with guidance on academic progress, course selection, degree selection, and work/life/study issues. - Coaches and offers counsel to students on strategies for success, overcoming hurdles/objections, and productive interactions with the university. - Other duties as assigned. Qualifications - A bachelor's degree or equivalent combination of education and experience is required. - Engaging and dynamic phone presence. - Excellent email communication skills: clear and concise writing ability required. - Self-starter - shows initiative and demonstrates the ability to work both independently and as a team member to achieve organizational goals. - Energetic and goal-oriented. - Strong interest in working in a fast-paced environment that requires multi-tasking. - Dedicated to student success. - Urgent driven; responsive to students and colleagues. - Ability to use and quickly learn existing and new technologies, including but not limited to Blackboard, social media, CRM/CNS, Microsoft Office Products, etc. - Excellent organization skills and ability to keep consistent contact with student caseload. - Ability to connect and develop relationships with adult students. - Holds themselves and colleagues to high ethical standards. - Creates a positive culture and environment through attitude and behavior. - Ability to work evenings/weekends preferred. - Sunday-Thursday with 1 late night or Tuesday-Saturday with 1 late night.

• Establish trust & credibility: You will join Account Managers in key stakeholder meetings to build a relationship from the very start. Your presence provides the reassurance decision-makers need; by outlining the support journey, you demonstrate that they are not just acquiring technology, but gaining a dedicated partner to guide them • Orchestrate holistic onboarding: You will take full ownership of the implementation phase, ensuring that schools feel capable and supported from day one. This involves training administrators on the AV1 Admin portal and, crucially, guiding teachers on the pedagogical integration of the robot to ensure it becomes a seamless part of the classroom dynamic • Drive adoption & expansion: You don't just maintain accounts; you nurture them. By monitoring usage health and maintaining close contact with inclusion managers, you will identify opportunities where the client can expand their fleet to support more students, effectively turning successful pilots into scalable programs • Act as the pedagogical expert: You will serve as the primary source of reassurance for teachers and other stakeholders. When questions arise regarding privacy, classroom interaction, or social inclusion, you will answer with the empathy and credibility of a fellow education professional • Champion client care: You are the face of our service. You will handle day-to-day inquiries with speed and warmth, resolving immediate questions while efficiently triaging complex technical issues to our support levels. You ensure that every stakeholder feels heard and helped

Join the Team Serv, a global executive recruitment partner, is hiring on behalf of Mercator.ai for a Customer Success Lead. Mercator.ai is redefining how general contractors discover and win new business by bringing predictive, AI-driven data into an industry that has traditionally relied on reactive approaches. By tracking every step of a project’s lifecycle, from land acquisition through permitting, Mercator delivers unmatched, real-time visibility into upcoming opportunities before they surface elsewhere. To learn more visit: https://www.mercator.ai/ Position Overview We are hiring a Customer Success Lead to own the entire post-sale customer lifecycle, from onboarding through renewal and expansion. The immediate priority is to reduce time-to-value, improve retention, and build scalable systems that support long-term growth. Position Responsibilities You will transform customer success from a relationship-driven function into a scalable, process-driven system. Responsibilities include: - Design and implement a structured onboarding process - Reduce time-to-first-value for new customers - Build customer health scoring systems and tracking - Own renewals and reduce churn through proactive engagement - Identify expansion opportunities within existing accounts - Create and document scalable CS playbooks - Build feedback loops between customers and product teams Qualifications - 5+ years of experience in customer success in B2B SaaS - Proven experience building CS processes and systems - Experience working in a high-growth startup environment - Experience managing onboarding, retention, and expansion - Strong analytical and operational mindset - Comfortable working directly with customers in high-trust environments About You You are both a builder and a relationship owner. You understand that strong systems drive strong customer outcomes. The perfect fit for our team is… - A systems-first thinker who solves churn at the root - Comfortable balancing data analysis with customer interaction - Highly organized and process-driven - Direct and confident communicator - Proactive and accountable - Thrives in environments with minimal structure Compensation: $140,000 – $160,000 base + equity Location: Dallas, Texas