Senior Customer Experience Manager

About the role

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.

What you'll do

• Act as a trusted partner to both business and technical stakeholders, driving CSAT, customer adoption, platform value, advocacy, retention, and long-term account health
• Also identify opportunities for platform optimization, solutioning, and account growth while partnering closely with internal teams to resolve complex challenges and…
• 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

What you need

• 5–7 yrs of experience
• CRM
• Customer success
• Sales
• Escalation handling
• Dashboarding
• SQL
• Any graduate

Good to have

• NoSQL
• Salesforce
• HubSpot
• Kafka
• Grafana