Location:
Gurgaon Work Model: Hybrid – 3 days a week from office About Capillary Technologies Capillary Technologies is a global SaaS company that provides solutions to help businesses delight their customers.

We offer
an intelligent loyalty and customer engagement platform that enables brands to engage customers across their purchase journey through acquisition, analytics, insights and personalised activations. We partner with leading brands across industries to create personalised customer experiences, drive customer loyalty and boost revenue. With offices in 30+ countries and clients in 100+ countries,

we offer
a truly global experience. Role Overview We are looking for a Junior Customer Success Manager who will be responsible for managing and nurturing relationships with our enterprise customers. The ideal candidate should have experience working with Loyalty or Customer Engagement or Rewards or MarTech companies, with a good understanding of enterprise account management and customer success. This role requires someone who can build solid customer relationships, drive product adoption, improve customer satisfaction and retention, and identify opportunities for account growth. Beyond relationship management, we are looking for someone with a strategic mindset who can understand customer business objectives and translate them into actionable plans.

Key Responsibilities
• Enterprise Account Management: Build and nurture strong relationships with enterprise clients, acting as a trusted point of contact and ensuring consistent customer engagement.
• Customer Retention & Satisfaction: Proactively manage customer relationships, identify potential risks, address concerns and drive customer retention and long-term satisfaction.
• Customer NPS &

Experience:
Monitor customer satisfaction and NPS, gather feedback, identify improvement areas and work towards strengthening the overall customer experience.
• Product Adoption & Growth:



Drive product adoption and platform utilisation by understanding customer requirements and ensuring they are leveraging the platform effectively.
• Strategic Account Management: Understand customer business objectives, identify opportunities to deliver additional value and develop account plans that support long-term growth.
• Stakeholder Management: Establish regular engagement cadences with key customer stakeholders through business reviews, performance discussions and strategic connects.
• Cross-functional Collaboration: Work closely with internal Product, Technology and Operations teams to address customer challenges, resolve escalations and drive product enhancements.
• Business & Performance Tracking: Monitor contractual KPIs, operational metrics and business performance to ensure customer expectations and program objectives are met.
• Account Growth: Identify opportunities for upselling and cross-selling based on customer requirements, business needs and product adoption. Expertise & Qualifications
• 4+ years of experience in Customer Success, Account Management or Engagement Management.
• Industry experience in at least one of the following: Loyalty Management, Customer Engagement, Rewards & Recognition, MarTech or Customer Experience technology companies.
• Understanding of enterprise account management, customer relationship management and retention strategies.
• Experience driving customer satisfaction, NPS, product adoption and account growth.
• Strong stakeholder management and communication skills, with the ability to engage with both operational and senior business stakeholders.
• A strategic and analytical mindset, with the ability to understand business challenges and translate them into actionable solutions.
• Experience working closely with cross-functional teams, particularly Product, Technology and Operations.
• Ability to manage multiple priorities, take ownership of customer requirements and drive initiatives to completion.
• Strong problem-solving skills and the ability to identify opportunities for improving customer value and business outcomes.

📌 Key Account Manager (Gurugram)
🏢 Capillary Technologies
📍 Gurugram