As an Associate Director – Customer Experience, you will own the overall success of a portfolio of enterprise customers from both a technical and business perspective. You will serve as a trusted advisor to strategic accounts, ensuring successful onboarding, adoption, expansion, and long-term customer satisfaction while driving business outcomes.
Beyond customer success, you will own the commercial health of your accounts, including renewals, expansion opportunities, account growth, profitability, and P&L ownership. Working closely with Sales, Product, Engineering, and Support, you will help customers maximize the value of Kapture's platform while contributing directly to revenue growth and account success.
Sounds interesting? Here's what you'll do:
- Build trusted executive relationships with enterprise customers by acting as both a strategic business partner and technical advisor.
- Own a portfolio of strategic accounts, ensuring customer health, adoption, retention, renewals, and long-term growth.
- Drive business reviews with customer leadership, aligning Kapture's solutions with customer objectives and identifying opportunities for expansion.
- Own account commercials, including account profitability, revenue growth, renewals, upsell/cross-sell opportunities, and overall P&L management.
- Partner closely with Sales and Customer Success leadership to grow existing accounts and improve customer lifetime value.
- Lead customer onboarding and platform integrations, working hands-on with APIs, JSON payloads, Postman, and cURL to ensure seamless implementation.
- Proactively drive feature adoption, conduct platform health checks, recommend best practices, and identify optimization opportunities that improve customer ROI.
- Own technical support escalations by diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating with Engineering and Product teams for rapid resolution.
- Identify risks early and build mitigation plans to improve customer retention and satisfaction.
- Document issues, troubleshooting guides, playbooks, RCAs, and implementation best practices while providing continuous product feedback.
- Act as the voice of the customer internally, influencing roadmap decisions through customer insights and business feedback.
This is a Mumbai-based role. We work five days a week from the office, as we believe in-person collaboration drives innovation and agility.
What does success look like in this role?
You consistently deliver exceptional customer experiences while owning the commercial success of your accounts. You build long-term executive relationships, drive platform adoption, improve customer health, proactively resolve technical challenges, grow account revenue, manage account profitability, and help customers realize measurable business outcomes through Kapture's platform.
What would make you a good fit for this role?
Basic Requirements
- 7-9 years of experience in Customer Success, Technical Account Management, Customer Experience, Professional Services, or Enterprise SaaS.
- Experience managing large enterprise customers and multiple senior stakeholders.
- Strong business acumen with experience owning strategic accounts and driving commercial outcomes.
- Experience managing customer renewals, account growth, and business reviews.
- Comfortable collaborating with Engineering, Product, Sales, and Support teams to deliver customer success.
- Strong analytical and problem-solving skills with the ability to balance technical and business priorities.
Critical Skills
- Strong ownership mindset with the ability to manage both customer outcomes and business performance.
- Experience in account management, customer lifecycle management, and P&L/account profitability ownership.
- Ability to identify growth opportunities and drive account expansion through consultative engagement.
- Strong troubleshooting and debugging capabilities with experience working with logs and monitoring tools.
- Proficiency with modern technical ecosystems including APIs, Kafka, Grafana, Sentry, Postman, and similar technologies.
- Excellent communication and stakeholder management skills across technical, operational, and executive audiences.
- Strong project management and cross-functional collaboration skills.
You'll have an advantage if you:
- Have prior experience working with CRM platforms such as Salesforce or HubSpot.
- Have experience with SQL/NoSQL databases and data flows.
- Have exposure to chatbot technologies, Conversational AI, or AI-powered automation platforms.
- Have experience managing enterprise customer portfolios with revenue ownership.
- Enjoy creating documentation, troubleshooting guides, implementation playbooks, and RCAs.
Why should you be interested?
- Opportunity to own strategic enterprise accounts and directly influence customer success and business growth.
- Exposure to executive stakeholders and some of the world's leading brands.
- End-to-end ownership spanning technology, customer experience, account growth, and commercial success.
- Hands-on experience with large-scale AI-powered CX automation platforms.
- Opportunity to work closely with Product, Engineering, Sales, and Leadership teams.
- Strong leadership growth path into Customer Success, Business, and Revenue leadership roles.
- Competitive compensation, performance-linked incentives, and significant career growth in a rapidly scaling global SaaS organization.