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, Qualified 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 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.
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 (India)
🏢 Aptean
📍 India