Customer Experience Manager

What is this role all about?

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 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.

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.

Business Acumen

• Understand customer business objectives and translate them into opportunities to improve platform adoption, utilization, and ROI.
• Analyze customer health, usage, feedback, and engagement trends to identify risks, improvement opportunities, and areas for growth.
• Identify expansion opportunities and partner with Customer Success and Sales teams to support account growth and long-term customer value.
• Capture customer feedback and translate recurring needs and business challenges into actionable inputs for relevant internal teams.

Technical Expertise

• Understand the customer's technical architecture and integration setup well enough to have credible conversations with technical stakeholders.
• Maintain/contribute to troubleshooting guides, implementation docs, and RCAs. Owning the documentation of all projects involved in.
• Partner with Engineering/SRE to drive resolution of complex technical escalations, translating root cause into business impact and next steps for the customer.
• Own complex technical escalations by analyzing logs, debugging issues, and Partner with Engineering and Product teams to diagnose issues, drive resolution, and ensure effective communication with customers.

Solutioning & AI

• Recommend platform configurations, workflows, integrations, and best practices that address customer requirements and improve business outcomes.
• Identify opportunities to leverage Kapture's automation and AI capabilities to improve customer experience, adoption, and operational efficiency.
• Work with Product and technical teams to translate customer requirements into scalable solutions and product improvements.
• Identify recurring customer challenges and contribute to scalable solutions rather than addressing issues individually.

People Management

• Mentor and support Customer Experience team members by sharing customer management, technical troubleshooting, and platform best practices.
• Support the team in managing complex customer situations and contribute to building stronger customer-facing capabilities.

What does success look like in this role?

Success 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.

You 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.