Kapture CX
Website:
kapture.cx
Job details:
What is this role about?
As an Associate Director – Customer Experience, you will own the business success of a portfolio of enterprise accounts on the Kapture platform
.You will operate as the business owner for your accounts, taking end-to-end ownership of customer outcomes, product adoption, revenue growth, and long-term account health. Acting as the trusted advisor to your customers, you will partner with them to maximize the value they derive from Kapture's SaaS and AI offerings while identifying opportunities to improve operational efficiency and business performance
.This is not a traditional Sales or Customer Success role. It requires a strong blend of business acumen, technical understanding, and consulting skills. You will leverage customer insights, platform data, operational metrics, and product knowledge to proactively identify risks, recommend improvements, and drive measurable business outcomes
.Working closely with customers as well as Product, Engineering, AI, Delivery, Support, and Sales teams, you will ensure that every engagement delivers tangible value and contributes to the long-term growth of the account
.
Here's what you'll
do
Own the business for your accou
- ntsTake end-to-end ownership of a portfolio of enterprise customers, ensuring they continuously realize value from Kapture's platform while identifying opportunities to increase adoption, expand product usage, and grow reven
- ue.Think like the business owner for your accounts—not just the relationship manag
er.Proactively improve customer outco
- mesContinuously monitor customer health, platform performance, operational KPIs, and business metrics to identify risks and opportunities before they impact the custom
- er.This could include identifying trends such as: Declining CSAT or NPS , Reduced adoption of key capabilities , Drop in automation or self-service rates , Increasing support volumes , Performance degradation ,Low utilization of licensed features ,Operational inefficiencies ,Emerging business opportunities. Rather than waiting for customers to raise concerns, you will proactively drive corrective actions and continuous optimizati
on.
Act as a strategic adv
- isorBuild trusted relationships with customer leadership and become their go-to advisor for platform strategy, product adoption, and business transformat
- ion.Establish and drive a measurable operating cadence by ensuring timely MBRs/QBRs, regular governance reviews, and active participation from the appropriate customer stakehold
- ers.Understand their business objectives and recommend solutions that improve customer experience, operational efficiency, and measurable business outco
mes.
Drive growth within existing acc
- ountsIdentify opportunities to expand platform adoption across new teams, functions, or use c
- ases.Partner with Sales and Customer Success teams to develop business cases, influence stakeholders, and drive sustainable revenue growth within your portf
olio.
Lead cross-functional exe
- cutionCollaborate with Product, Engineering, Delivery, AI, Support, and Customer Success teams to remove blockers, prioritize enhancements, and ensure customer commitments are delivered success
- fully.Take ownership until the desired business outcome is ach
- ieved.Lead and develop the CX team by coaching managers, building team capability, and driving a high-performance c
ulture
Drive governance and operational exc
- ellenceLead regular governance reviews with customers, covering platform performance, business KPIs, product adoption, roadmap discussions, operational health, risks, and growth opportu
- nities.Establish structured operating rhythms that create transparency, accountability, and continuous impro
vement.
What does success look like in th
is role?Success is measured by the business outcomes you create for your cu
stomers.You consistently improve customer health, increase product adoption, strengthen executive relationships, grow account revenue, and proactively address risks before they become escalations. You are recognized by customers as a strategic partner and internally as the single owner driving the success of your a
ccounts.
What would make you a
good fit?Basic re
- quirements7-10 years of experience in Enterprise SaaS, Customer Experience, Consulting, Solution Engineering, Program Management or a rela
- ted field.Experience managing enterprise customers and working with multiple business and technical sta
- keholders.Strong understanding of SaaS products, enterprise implementations, and customer lifecycle m
- anagement.Ability to influence cross-functional teams and drive outcomes without direct
- authority.Strong analytical and problem-solving skills, with the ability to translate data into actionable business recomm
endations.
What are the most critical skills for
- this role?You think like an owner and take accountability for customer and busines
- s outcomes.You use data, operational metrics, and customer insights to proactively identify risks and opp
- ortunities.You can balance business priorities with technical constraints and drive informed
- decisions.You excel at executive communication and stakeholder management across both customer and inte
- rnal teams.You are comfortable navigating ambiguity, prioritizing effectively, and coordinating multiple teams to deliv
er results.
You'll have an adva
- ntage if youHave experience with enterprise SaaS platforms, CRM, Contact Center, Customer Experience, or
- AI products.Have worked with APIs, integrations, dashboards, analytics, or monitorin
- g platforms.Have experience driving customer adoption, business transformation, or digital
- initiatives.Are comfortable interpreting operational metrics and using them to influence busines
s decisions.
Why should you b
- e interested?This role offers the opportunity to own the success of some of the world's leading enterprise brands and shape how they leverage technology to transform custome
- r experience.You'll work at the intersection of business, technology, and strategy—partnering with senior customer leaders while collaborating with Product, Engineering, AI, Delivery, and Sales teams to solve complex problems, drive measurable business impact, and influence the future of Kaptur
e's platform.
Click on Apply to know more.
