Senior Customer Experience Manager

At Kapture CX, we are looking for a Senior Customer Experience Manager in our Customer Experience team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

As a Senior Customer Experience Manager, you become the trusted technical advisor for our clients and own the technical success of a portfolio of enterprise customers. You ensure customers successfully onboard, integrate, adopt and scale on Kapture’s platform while proactively solving complex technical challenges and driving long-term value.

Sounds interesting?

Here’s a more detailed description of what you will do in this role:

• You will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.
• You will proactively drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectives.
• You will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.
• You will proactively drive adoption of features, identify optimization opportunities, conduct platform health checks, and recommend technical strategies & best practices to help clients maximize ROI and achieve business objectives.
• You will lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption.
• You will own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutions.
• You will document issues, build playbooks, resolutions, troubleshooting guides and RCAs while sharing feedback and insights to influence product improvements and best practices.

This is a Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

You consistently deliver smooth client experiences, drive product adoption, manage relationships, resolve issues before they escalate, and help customers fully leverage Kapture’s platform to achieve measurable business impact.

What would make you a good fit for this role?

Here are the basic requirements:

6-8 years of experience

• You are comfortable working directly with enterprise clients, understanding their requirements and managing multiple stakeholders.
• You can drive product adoption, consult on best practices and onboard/train users - leading to value realization and retention.
• You can collaborate effectively with engineering, product, sales, and support teams - be the customer’s voice and champion within the organization.
• You enjoy solving complex technical problems, scoping and delivering enhancements in fast-paced environments.

What are the most critical skills for this role?

• You take ownership and think proactively about client success and platform adoption & optimization.
• You have a strong problem solving and debugging mindset - inspecting logs, tracing errors, and identifying root causes quickly.
• You are proficient with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar).
• You communicate technical concepts clearly and in a structured manner to both technical and non-technical stakeholders.

You will have an advantage if you:

• You have prior experience working with CRM platforms like Salesforce or HubSpot.
• You are comfortable working with SQL/NoSQL databases and understanding data flows.
• You have exposure to chatbot technologies or AI-driven automation platforms.
• You enjoy developing clear documentation, troubleshooting guides, and RCAs.

Why should you be interested?

Here’s what you will gain from this role:

• An opportunity to work at the intersection of technology, clients, and business impact. Strong leadership growth path across multiple functions
• Chance to work with the biggest brands and top leaders
• Hands-on exposure to large-scale CX automation and AI-powered platforms.
• Collaboration with highly skilled product, engineering, and customer success teams.
• Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.