What is this role all about?
As a Senior Customer Experience Manager, you will own the technical success, customer experience, and long-term growth of a portfolio of enterprise accounts on the Kapture platform. You will work closely with business and technical stakeholders to drive successful implementations, platform adoption, integrations, and value realization.
You will act as a trusted advisor to customers while leading internal teams across Product, Engineering, Support, and Sales to deliver solutions that address customer business needs. The role combines customer relationship management, project and delivery ownership, technical solutioning, and business value realization.

What will you do in this role?
Own enterprise customer success: Take end-to-end ownership of customer health, adoption, technical success, and long-term account growth.
Lead and develop the team: Monitor team performance, provide coaching and feedback, build accountability, and ensure consistent delivery standards.
Build strategic customer relationships:



Establish trusted relationships with business and technical stakeholders, manage multiple stakeholders, and drive a structured operating cadence.
Drive implementations & change requests: Own the delivery of recent implementations, enhancements, and change requests in close collaboration with Product and Engineering teams.
Drive adoption & value realization: Identify opportunities to improve product adoption, platform utilization, customer experience, and measurable business outcomes.
Lead technical solutioning: Understand customer requirements and translate them into scalable solutions, guiding internal teams on feasibility, approach, integrations, and implementation.
Manage complex integrations: Work with APIs, JSON, webhooks, databases, CRM integrations, and other enterprise systems to ensure seamless platform adoption.
Own critical escalations: Lead complex technical and customer escalations, drive root-cause identification, coordinate res

📌 Senior Customer Experience Manager (Gurugram)
🏢 Kapture CX
📍 Gurugram