Overview

General Job Summary
The 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. Robust understanding of enterprise software settings,



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 solid relationships with key customer stakeholders, including executive sponsors.
Ensure customers realize value from their investment.
AI-Driven Customer Management
Leverage AI tools and

📌 Lead Analyst, Customer Experience Bengaluru
🏢 Aptean
📍 Bengaluru