Overview**:

- 1. 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, Skilled 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. Strong 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 satisfaction across assigned accounts.

- Build and maintain strong relationships with key customer stakeholders, including executive sponsors.

- Ensure customers realize value from their investment.

AI-Driven Customer Management

- Leverage AI tools and platforms to monitor customer health, engagement, and risk signals.
- Utilize AI-generated insights to prioritize actions and determine appropriate engagement models.
- Continuously identify opportunities to improve efficiency and customer experience through AI and automation.

Escalation & Risk Management

- Lead customer escalations end-to-end, ensuring timely resolution and clear communication.
- Identify early risk signals (NPS detractors, adoption gaps, support trends) and drive mitigation plans.
- Own follow-up and action planning for NPS detractors, ensuring concerns are addressed with closed-loop communication.
- Coordinate cross-functional teams to resolve complex technical or operational issues.

Engagement

- Drive targeted customer engagement using scalable, programmatic approaches.
- Leverage AI-driven content, campaigns, and enablement resources to guide customers on best practices.
- Deliver structured engagements (e.g., business reviews)



for higher-tier customers where appropriate.

Support Experience Oversight

- Oversee the AI-enabled support experience for assigned customers, ensuring issues are resolved effectively.
- Partner with Support and Engineering to address recurring issues and improve product quality.
- Ensure alignment between customer expectations and service delivery.

Expansion Support

- Identify growth opportunities through customer engagement, product usage insights, and AI-driven signals.
- Partner with Account Management and Sales to support expansion and renewal activities.
- Provide input on customer strategy, risks, and opportunities as assigned.

Performance Measures

- Success is measured by customer outcomes rather than operational activity. Key performance indicators include:

- Customer Retention (Gross Retention): Achievement of gross retention targets and reduction of churn across assigned accounts.

- Customer Health: Improvement and maintenance of customer health scores, including proactive identification and mitigation of risk.

- Customer Satisfaction (NPS): Management of customer sentiment, including ownership of NPS detractor follow-up, root cause identification, and recovery actions.

- Escalation Management Effectiveness: Timely and effective resolution of customer escalations, including coordination across internal teams and clear communication with stakeholders.

- Expansion Support: Identification and progression of growth opportunities in partnership with Account Management and Sales.

Role Boundaries

- To ensure clarity and scalability, the CXM role is focused on outcome ownership and does not directly execute all aspects of the customer lifecycle. This role:

- Does not act as

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