Overview

General Job Summary
The Senior Analyst, Customer Experience is accountable for the overall success, health, and retention of a portfolio of customers in a post-sale capacity. This role combines customer relationship management with technical and operational oversight to ensure customers achieve expected business outcomes. The CXM owns the full customer journey post-sale, including customer outcomes, support experience, and risk management, and serves as the primary point of accountability for customer outcomes. The CXM is an AI-first role, leveraging AI, automation, and data-driven signals to manage customer engagement at scale, prioritizing orchestration and decision-making over manual execution. The role works cross-functionally with Product Engineering (Support / Dev), Product Management, Professional Services, Customer Advocates, and Sales to deliver a consistent, high-quality customer experience across assigned accounts.

SCOPE
Knowledge:
Deep expertise in assigned products, industry domain, and customer use cases. Strong understanding of enterprise software environments,



configurations, integrations, and data flows. Proficiency in interpreting AI-generated insights and usage metrics.

Complexity:
Manages a portfolio of B2B software/SaaS customers of varying size and complexity. Scope and complexity increase by level (Associate through Director). Requires judgment in prioritizing direct engagement versus AI/program-led approaches.

Supervision:
No direct reports in most scenarios; varies by region and level. Operates with significant autonomy, escalating cross-functional issues as appropriate.

Principal Duties And Responsibilities

Customer Ownership & Outcomes
- Own overall customer health, retention, and satisfaction across assigned accounts.
- Build and maintain robust relationships with key customer stakeholders, including executive sponsors.
- Ensure customers realize value from their investment.
- AI-Driven Customer Management
- Leverage AI too

📌 Senior Analyst, Customer Experience (Bengaluru)
🏢 Aptean
📍 Bengaluru