Overview:
- 2. 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.
- 3. SCOPE
- Knowledge:
- Deep expertise in assigned products, industry domain, and customer use cases.



Robust 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.
- 4. ORGANIZATION
- Full Line:
- None (in most scenarios; varies by region)
- Dotted Line:
- Account Manager; Customer Advocate; Product Engineering (Support & Dev); Services; Product Management; AI as a Service teams
- 5. PRINCIPAL DUTIES AND RESPONSIBILITIES
- Customer Ownership & Outcomes
- Own overall customer health, retention, and sati

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