What is this role about?

As an Associate Director – Customer Experience, you will own the business success of a portfolio of enterprise accounts on the Kapture platform
.You will operate as the business owner for your accounts, taking end-to-end ownership of customer outcomes, product adoption, revenue growth, and long-term account health. Acting as the trusted advisor to your customers, you will partner with them to maximize the value they derive from Kapture's SaaS and AI offerings while identifying opportunities to improve operational efficiency and business performance
.This is not a traditional Sales or Customer Success role. It requires a solid blend of business acumen, technical understanding, and consulting skills. You will leverage customer insights, platform data, operational metrics, and product knowledge to proactively identify risks, recommend improvements, and drive measurable business outcomes
.Working closely with customers as well as Product, Engineering, AI, Delivery, Support, and Sales teams,



you will ensure that every engagement delivers tangible value and contributes to the long-term growth of the account

.
Here's what you'll

do
Own the business for your accou
ntsTake end-to-end ownership of a portfolio of enterprise customers, ensuring they continuously realize value from Kapture's platform while identifying opportunities to increase adoption, expand product usage, and grow reven
ue.Think like the business owner for your accounts—not just the relationship manag
er.Proactively improve customer outco
mesContinuously monitor customer health, platform performance, operational KPIs, and business metrics to identify risks and opportunities before they impact the custom
er.This could include identifying trends such as: Declining CSAT or NPS , Reduced adoption of key capabilities , Drop in automation or self-service rates , Increasing support volumes , Performance degradation ,Low utilization of licensed features ,Operational inefficiencies ,Emergi

📌 Associate Director (Mumbai)
🏢 Kapture CX
📍 Mumbai