This role is for one of Weekday’s clients
Salary range: Rs 1800000 - Rs 2000000 (ie INR 18 - 20 LPA)

Min Experience: 5+ years
Location: Mumbai
JobType: full-time

As a Senior Customer Experience Manager, you will own the success and growth of a portfolio of enterprise customers on the Kapture platform. You will act as a trusted partner to both business and technical stakeholders, driving CSAT, customer adoption, platform value, advocacy, retention, and long-term account health.

You will combine customer engagement, business understanding, technical expertise, and solid delivery capabilities to help customers achieve their objectives on Kapture. You will also identify opportunities for platform optimization, solutioning, and account growth while partnering closely with internal teams to resolve complex challenges and continuously improve the customer experience.

Requirements

Here's a more detailed description of what you will do in this role:

Client Engagement
- Own the overall health and success of a portfolio of enterprise customers, ensuring strong adoption,



satisfaction, retention, and long-term value.
- Build trusted relationships with business and technical stakeholders and act as a strategic advisor on customer objectives and platform usage.
- Lead QBRs, health checks, success planning, and key customer conversations to understand evolving needs and drive measurable outcomes.
- Proactively identify customer risks, address concerns, and build mitigation plans to strengthen customer relationships and renewal readiness.

Project & Delivery Management
- Drive customer onboarding, implementation, integrations, and adoption initiatives, ensuring effective coordination across customers and internal teams.
- Manage multiple customer engagements and cross-functional dependencies to ensure timely delivery and resolution of customer priorities.
- Partner with Product, Engineering, Sales, and Support teams to drive customer initiatives and ensure effective execution

📌 Senior Customer Experience Manager (Mumbai)
🏢 Weekday AI
📍 Mumbai