Senior Customer Experience Manager

At Kapture CX, we are looking for a Senior Customer Experience Manager in our Customer Experience team.

Who are we

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation

.Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia

.
What is this role all abou

tAs a Senior Customer Experience Manager, you become the trusted technical advisor for our clients and own the technical success of a portfolio of enterprise customers. You ensure customers successfully onboard, integrate, adopt and scale on Kapture's platform while proactively solving complex technical challenges and driving long-term valu

e.
Sounds interesti

ngHere's a more detailed description of what you will do in this ro

• le:You will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insigh
• ts.You will proactively drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectiv
• es.You will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insigh
• ts.You will proactively drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectiv
• es.You will lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adopti
• on.You will own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutio
• ns.You will document issues, build playbooks, resolutions, troubleshooting guides and RCAs while sharing feedback and insights to influence product improvements and best practic

es.
This is a Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agil

ity.
What does success look like in this

roleYou consistently deliver smooth client experiences, drive product adoption, manage relationships, resolve issues before they escalate, and help customers fully leverage Kapture's platform to achieve measurable business im

pact.
What would make you a good fit for this

roleHere are the basic require

ments:6-8 years of expe

• rienceYou are comfortable working directly with enterprise clients, understanding their requirements and managing multiple stakeho
• lders.You can drive product adoption, consult on best practices and onboard/train users - leading to value realization and rete
• ntion.You can collaborate effectively with engineering, product, sales, and support teams - be the customer's voice and champion within the organiz
• ation.You enjoy solving complex technical problems, scoping and delivering enhancements in fast-paced environ

ments.
What are the most critical skills for thi

• s roleYou take ownership and think proactively about client success and platform adoption & optimi
• zation.You have a strong problem solving and debugging mindset - inspecting logs, tracing errors, and identifying root causes q
• uickly.You are proficient with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or si
• milar).You communicate technical concepts clearly and in a structured manner to both technical and non-technical stakeh

olders.
You will have an advantage

• if you:You have prior experience working with CRM platforms like Salesforce or
• HubSpot.You are comfortable working with SQL/NoSQL databases and understanding dat
• a flows.You have exposure to chatbot technologies or AI-driven automation pl
• atforms.You enjoy developing clear documentation, troubleshooting guides, a

nd RCAs.
Why should you be in

terestedHere's what you will gain from t

• his role:An opportunity to work at the intersection of technology, clients, and business impact. Strong leadership growth path across multiple
• functionsChance to work with the biggest brands and to
• p leadersHands-on exposure to large-scale CX automation and AI-powered p
• latforms.Collaboration with highly skilled product, engineering, and customer succe
• ss teams.Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked