{"id":2789542,"url":"https://alion.io/job/kapture-cx-senior-customer-experience-manager-3","title":"Senior Customer Experience Manager","company":{"id":59417,"name":"Kapture CX","domain":"kapture.cx","url":"https://alion.io/company/kapture-cx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Apache Kafka","optional":false},{"name":"Grafana","optional":false},{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-24T05:53:30Z","employer_posted_date":"2026-08-24","last_verified_at":"2026-10-19T23:50:45Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"About Kapture CX\nFounded in Bengaluru in 2014, Kapture CX began as an enterprise customer support software company and has evolved into an AI-first Agentic Operating System for Enterprises.\nKapture helps enterprises scale AI execution while keeping humans in control. Its AgentOS platform enables enterprises to deploy, orchestrate, monitor, and optimize AI agents across critical business workflows - including customer support, sales, collections, and claims.\nKapture’s AI agents can execute workflows end-to-end across voice, chat, email, messaging, and social channels, with human intervention built in wherever judgment, empathy, or decision-making is required.\nToday, Kapture is trusted by 1,000+ enterprises across 18 countries, helping organizations transform customer experience, automate complex workflows, and drive measurable business outcomes through AI Agents, Agentic AI, Voice AI, Conversational AI, and intelligent automation.\nWhat is this role all about?\nAs 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.\nYou will combine customer engagement, business understanding, technical expertise, and strong 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.\nHere's a more detailed description of what you will do in this role:\nClient Engagement\nOwn the overall health and success of a portfolio of enterprise customers, ensuring strong adoption, satisfaction, retention, and long-term value.\nBuild trusted relationships with business and technical stakeholders and act as a strategic advisor on customer objectives and platform usage.\nLead QBRs, health checks, success planning, and key customer conversations to understand evolving needs and drive measurable outcomes.\nProactively identify customer risks, address concerns, and build mitigation plans to strengthen customer relationships and renewal readiness.\nProject & Delivery Management\nDrive customer onboarding, implementation, integrations, and adoption initiatives, ensuring effective coordination across customers and internal teams.\nManage multiple customer engagements and cross-functional dependencies to ensure timely delivery and resolution of customer priorities.\nPartner with Product, Engineering, Sales, and Support teams to drive customer initiatives and ensure effective execution.\nBusiness Acumen\nUnderstand customer business objectives and translate them into opportunities to improve platform adoption, utilization, and ROI.\nAnalyze customer health, usage, feedback, and engagement trends to identify risks, improvement opportunities, and areas for growth.\nIdentify expansion opportunities and partner with Customer Success and Sales teams to support account growth and long-term customer value.\nCapture customer feedback and translate recurring needs and business challenges into actionable inputs for relevant internal teams.\nTechnical Expertise\nUnderstand the customer's technical architecture and integration setup well enough to have credible conversations with technical stakeholders.\nMaintain/contribute to troubleshooting guides, implementation docs, and RCAs. Owning the documentation of all projects involved in.\nPartner with Engineering/SRE to drive resolution of complex technical escalations, translating root cause into business impact and next steps for the customer.\nOwn complex technical escalations by analyzing logs, debugging issues, andPartner with Engineering and Product teams to diagnose issues, drive resolution, and ensure effective communication with customers.\nSolutioning & AI\nRecommend platform configurations, workflows, integrations, and best practices that address customer requirements and improve business outcomes.\nIdentify opportunities to leverage Kapture's automation and AI capabilities to improve customer experience, adoption, and operational efficiency.\nWork with Product and technical teams to translate customer requirements into scalable solutions and product improvements.\nIdentify recurring customer challenges and contribute to scalable solutions rather than addressing issues individually.\nPeople Management\nMentor and support Customer Experience team members by sharing customer management, technical troubleshooting, and platform best practices.\nSupport the team in managing complex customer situations and contribute to building stronger customer-facing capabilities.\nWhat does success look like in this role?\nSuccess in this role means customers consistently realize measurable value from Kapture's platform, demonstrate strong adoption and engagement, and maintain healthy long-term relationships with Kapture.\nYou build trusted relationships across business and technical stakeholders, proactively resolve customer risks, deliver customer initiatives effectively, and use technical and business insights to improve customer outcomes. You also contribute to retention, account growth, and scalable solutions that improve the overall customer experience.\nWhat would make you a good fit for this role?\nBasic Requirements\nYou have 5-7 years of experience in fast paced, complex, growth environments in Customer Success, Customer Experience, Technical Account Management, Solution Consulting, or Enterprise SaaS.\nYou have experience managing enterprise customers across business and technical stakeholders.\nYou have a strong understanding of customer lifecycle management, onboarding, adoption, retention, and stakeholder management.\nYou have experience working with APIs, integrations, troubleshooting, and enterprise SaaS implementations.\nYou have experience managing multiple Enterprise SaaS customer engagements in the geography and working cross-functionally with Product, Engineering, Sales, and Support teams.\nYou have strong analytical and problem-solving skills with the ability to balance customer, business, and technical priorities.\nYou will have an advantage if you:\nHave exposure to AI-powered CX, conversational AI, chatbots, or automation platforms.\nHave experience with CRM platforms such as Salesforce or HubSpot.\nHave experience creating customer playbooks, implementation guides,dashboards, campaign management, troubleshooting documentation, and RCAs.\nHave experience identifying recurring customer issues and driving preventive or scalable solutions.\nHave experience identifying and supporting account expansion opportunities.\nHave experience with dashboarding, APIs, integration frameworks, SQL/NoSQL databases or data flows, tools such as Kafka, Grafana, or similar monitoring platforms.","description_format":"text","description_chars":6962,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-17T18:41:10Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.679,"p_room":0.45,"age_days":55,"expected_fill_days":35,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/kapture-cx-senior-customer-experience-manager-3","json_url":"https://alion.io/job/kapture-cx-senior-customer-experience-manager-3.json","meta":{"generated_at":"2026-10-19T23:52:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2631,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59417},"rest":"https://alion.io/mcp/rest/get_company?id=59417"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkapture-cx-senior-customer-experience-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkapture-cx-senior-customer-experience-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkapture-cx-senior-customer-experience-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kapture-cx-senior-customer-experience-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkapture-cx-senior-customer-experience-manager-3"}]}