Senior Customer Experience Manager

Role overview

Senior Customer Experience Manager at Kapture

Employment details

• Location: Mumbai [India]

About the employer

• CX Founded in Bengaluru in 2014, Kapture CX began as an enterprise customer support software company and has evolved into an AI-first Agentic Operating System for Enterprises .
• Kapture helps enterprises scale AI execution while keeping humans in control.
• Its AgentOS platform enables enterprises to deploy, orchestrate, monitor, and optimize AI agents across critical business workflows — including customer support, sales, collections, and claims .
• Kapture’s AI agents can execute workflows end-to-end across voice, chat, email, messaging, and social channels , with human intervention built in wherever judgment, empathy, or decision-making is required.
• Today, Kapture is trusted by 1,000+ enterprises across 18 countries , helping organizations transform customer experience, automate complex workflows, and drive measurable business outcomes through AI Agents, Agentic AI, Voice AI, Conversational AI, and intelligent automation .
• What is this role all about?
• As a Senior Customer Experience Manager , you will own the success and growth of a portfolio of enterprise customers on the Kapture platform.
• You will act as a trusted partner to both business and technical stakeholders, driving CSAT, customer adoption, platform value, advocacy, retention, and long-term account health.
• You will combine customer engagement, business understanding, technical expertise, and strong delivery capabilities to help customers achieve their objectives on Kapture.
• You will also identify opportunities for platform optimization, solutioning, and account growth while partnering closely with internal teams to resolve complex challenges and continuously improve the customer experience.
• Here's a more detailed description of what you will do in this role: Client Engagement Own the overall health and success of a portfolio of enterprise customers, ensuring strong adoption, satisfaction, retention, and long-term value.
• Build trusted relationships with business and technical stakeholders and act as a strategic advisor on customer objectives and platform usage.
• Lead QBRs, health checks, success planning, and key customer conversations to understand evolving needs and drive measurable outcomes.
• Proactively identify customer risks, address concerns, and build mitigation plans to strengthen customer relationships and renewal readiness.
• Project & Delivery Management Drive customer onboarding, implementation, integrations, and adoption initiatives, ensuring effective coordination across customers and internal teams.
• Manage multiple customer engagements and cross-functional dependencies to ensure timely delivery and resolution of customer priorities.
• Partner with Product, Engineering, Sales, and Support teams to drive customer initiatives and ensure effective execution.
• Business Acumen Understand customer business objectives and translate them into opportunities to improve platform adoption, utilization, and ROI.
• Analyze customer health, usage, feedback, and engagement trends to identify risks, improvement opportunities, and areas for growth.
• Identify expansion opportunities and partner with Customer Success and Sales teams to support account growth and long-term customer value.
• Capture customer feedback and translate recurring needs and business challenges into actionable inputs for relevant internal teams.
• Technical Expertise Understand the customer's technical architecture and integration setup well enough to have credible conversations with technical stakeholders.
• Maintain/contribute to troubleshooting guides, implementation docs, and RCAs.
• Owning the documentation of all projects involved in.
• Partner with Engineering/SRE to drive resolution of complex technical escalations, translating root cause into business impact and next steps for the customer.
• Own complex technical escalations by analyzing logs, debugging issues, andPartner with Engineering and Product teams to diagnose issues, drive resolution, and ensure effective communication with customers.
• Solutioning & AI Recommend platform configurations, workflows, integrations, and best practices that address customer requirements and improve business outcomes.
• Identify opportunities to leverage Kapture's automation and AI capabilities to improve customer experience, adoption, and operational efficiency.
• Work with Product and technical teams to translate customer requirements into scalable solutions and product improvements.
• Identify recurring customer challenges and contribute to scalable solutions rather than addressing issues individually.
• People Management Mentor and support Customer Experience team members by sharing customer management, technical troubleshooting, and platform best practices.
• Support the team in managing complex customer situations and contribute to building stronger customer-facing capabilities.
• What does success look like in this role?
• Success in this role means customers consistently realize measurable value from Kapture's platform, demonstrate strong adoption and engagement, and maintain healthy long-term relationships with Kapture .
• You build trusted relationships across business and technical stakeholders, proactively resolve customer risks, deliver customer initiatives effectively, and use technical and business insights to improve customer outcomes.
• You also contribute to retention, account growth, and scalable solutions that improve the overall customer experience.
• What would make you a good fit for this role?
• Basic Requirements You have 5–7 years of experience in fast paced, complex, growth environments in Customer Success, Customer Experience, Technical Account Management, Solution Consulting, or Enterprise SaaS.
• You have experience managing enterprise customers across business and technical stakeholders .
• You have a strong understanding of customer lifecycle management, onboarding, adoption, retention, and stakeholder management .
• You have experience working with APIs, integrations, troubleshooting, and enterprise SaaS implementations .
• You have experience managing multiple Enterprise SaaS customer engagements in the geography and working cross-functionally with Product, Engineering, Sales, and Support teams.
• You have strong analytical and problem-solving skills with the ability to balance customer, business, and technical priorities.
• You will have an advantage if you: Have exposure to AI-powered CX, conversational AI, chatbots, or automation platforms .
• Have experience with CRM platforms such as Salesforce or HubSpot .
• Have experience creating customer playbooks, implementation guides,dashboards, campaign management, troubleshooting documentation, and RCAs .
• Have experience identifying recurring customer issues and driving preventive or scalable solutions .
• Have experience identifying and supporting account expansion opportunities .
• Have experience with dashboarding , APIs, integration frameworks, SQL/NoSQL databases or data flows, tools such as Kafka, Grafana, or similar monitoring platforms.