Sr Customer Experience Manager

Kapture Crm; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Kapture Crm in Mumbai is seeking a Senior Customer Experience Manager to own technical success, customer experience, and long-term growth for a portfolio of enterprise accounts on the Kapture platform. You will align with Product, Engineering, Support, and Sales to deliver scalable solutions, drive platform adoption, and realize measurable business value.

The role emphasizes trusted advisory leadership, complex integrations, and coordinated stakeholder communications to ensure renewal and

Qualifications

• 5–7 years in Customer Success, CX, or Enterprise SaaS.
• Experience managing enterprise customers across business and technical stakeholders.
• Strong lifecycle management, onboarding, adoption and retention.
• Experience with APIs, integrations, troubleshooting, and SaaS deployments.
• Coordinate effectively with Product, Engineering, Sales and Support.

Responsibilities

• Own end-to-end customer health, adoption, technical success, and long-term growth.
• Lead and coach the team to ensure delivery standards.
• Build strategic relationships with business and technical stakeholders.
• Deliver new implementations, enhancements, and change requests with Product/Engineering.
• Drive adoption and value realization across the platform.
• Lead technical solutioning translating customer requirements into scalable solutions.
• Manage complex integrations with APIs, JSON, webhooks, and CRM systems.
• Own critical escalations and drive root-cause analysis and resolution.
• Provide regular progress updates on implementation, risks and outcomes.
• Partner cross-functionally to resolve customer requirements.
• Identify growth opportunities for deeper adoption and account expansion.

Skills

Customer success

Enterprise SaaS

Stakeholder management

Leadership

Technical solutioning

Project delivery

Tools

APIs

Webhooks

Kafka

Grafana

Sentry

Job description

What is this role all about

As a Senior Customer Experience Manager, you will own the technical success, customer experience, and long-term growth of a portfolio of enterprise accounts on the Kapture platform. You will work closely with business and technical stakeholders to drive successful implementations, platform adoption, integrations, and value realization.

You will act as a trusted advisor to customers while leading internal teams across Product, Engineering, Support, and Sales to deliver solutions that address customer business needs. The role combines customer relationship management, project and delivery ownership, technical solutioning, and business value realization.

What will you do in this role

• Own enterprise customer success: Take end-to-end ownership of customer health, adoption, technical success, and long-term account growth.
• Lead and develop the team: Monitor team performance, provide coaching and feedback, build accountability, and ensure consistent delivery standards.
• Build strategic customer relationships: Establish trusted relationships with business and technical stakeholders, manage multiple stakeholders, and drive a structured operating cadence.
• Drive implementations & change requests: Own the delivery of new implementations, enhancements, and change requests in close collaboration with Product and Engineering teams.
• Drive adoption & value realization: Identify opportunities to improve product adoption, platform utilization, customer experience, and measurable business outcomes.
• Lead technical solutioning: Understand customer requirements and translate them into scalable solutions, guiding internal teams on feasibility, approach, integrations, and implementation.
• Manage complex integrations: Work with APIs, JSON, webhooks, databases, CRM integrations, and other enterprise systems to ensure seamless platform adoption.
• Own critical escalations: Lead complex technical and customer escalations, drive root-cause identification, coordinate resolution across teams, and ensure timely communication to stakeholders.
• Drive stakeholder communication: Provide regular updates on implementation progress, risks, dependencies, escalations, and business outcomes to customer and internal stakeholders.
• Partner cross-functionally: Work closely with Product, Engineering, Sales, and Support to represent the customers voice and drive timely resolution of customer requirements.
• Identify growth opportunities: Understand customer business priorities and identify opportunities for deeper adoption, additional use cases, and account expansion.

What does success look like in this role

Success in this role means delivering exceptional customer experiences while driving measurable business outcomes. You consistently ensure customers adopt the platform effectively, resolve technical challenges efficiently, build executive relationships, improve customer health, and identify opportunities for expansion. Your ability to combine technical expertise with business consulting helps customers maximize the value of Kaptures platform while contributing to retention and revenue growth.

What would make you a good fit for this role

Basic Requirements

• 5-7 years of experience in Customer Success, Customer Experience, Technical Account Management, Solution Consulting, or Enterprise SaaS.
• Experience managing enterprise customers across both business and technical stakeholders.
• Strong understanding of customer lifecycle management, onboarding, adoption, retention, and stakeholder management.
• Experience working with APIs, integrations, troubleshooting, and enterprise SaaS implementations.
• Ability to manage multiple customer engagements while collaborating effectively with Product, Engineering, Sales, and Support teams.

What are the most critical skills for this role

• Strong customer-first mindset with ownership of customer outcomes and business success.
• Excellent stakeholder management and executive communication skills.
• Ability to translate complex technical concepts into clear business value for customers.
• Strong troubleshooting and analytical skills with experience debugging integrations and resolving technical issues.
• Familiarity with monitoring and debugging tools such as Kafka, Grafana, Sentry, or similar platforms.
• Strong commercial awareness with the ability to identify adoption gaps, customer risks, and account growth opportunities.
• Excellent cross-functional collaboration skills across Product, Engineering, Sales, and Customer Success teams.