Senior Customer Experience Manager

What is this role all about?

As a Senior Customer Experience Manager, you will own the technical success, customer experience, and long-term growth of a portfolio of enterprise accounts on the Kapture platform. You will work closely with business and technical stakeholders to drive successful implementations, platform adoption, integrations, and value realization.

You will act as a trusted advisor to customers while leading internal teams across Product, Engineering, Support, and Sales to deliver solutions that address customer business needs. The role combines customer relationship management, project and delivery ownership, technical solutioning, and business value realization.

What will you do in this role?

• Own enterprise customer success: Take end-to-end ownership of customer health, adoption, technical success, and long-term account growth.
• Lead and develop the team: Monitor team performance, provide coaching and feedback, build accountability, and ensure consistent delivery standards.
• Build strategic customer relationships: Establish trusted relationships with business and technical stakeholders, manage multiple stakeholders, and drive a structured operating cadence.
• Drive implementations & change requests: Own the delivery of new implementations, enhancements, and change requests in close collaboration with Product and Engineering teams.
• Drive adoption & value realization: Identify opportunities to improve product adoption, platform utilization, customer experience, and measurable business outcomes.
• Lead technical solutioning: Understand customer requirements and translate them into scalable solutions, guiding internal teams on feasibility, approach, integrations, and implementation.
• Manage complex integrations: Work with APIs, JSON, webhooks, databases, CRM integrations, and other enterprise systems to ensure seamless platform adoption.
• Own critical escalations: Lead complex technical and customer escalations, drive root-cause identification, coordinate resolution across teams, and ensure timely communication to stakeholders.
• Drive stakeholder communication: Provide regular updates on implementation progress, risks, dependencies, escalations, and business outcomes to customer and internal stakeholders.
• Partner cross-functionally: Work closely with Product, Engineering, Sales, and Support to represent the customer's voice and drive timely resolution of customer requirements.
• Identify growth opportunities: Understand customer business priorities and identify opportunities for deeper adoption, additional use cases, and account expansion.

What does success look like in this role?

Success in this role means delivering exceptional customer experiences while driving measurable business outcomes. You consistently ensure customers adopt the platform effectively, resolve technical challenges efficiently, build executive relationships, improve customer health, and identify opportunities for expansion. Your ability to combine technical expertise with business consulting helps customers maximize the value of Kapture's platform while contributing to retention and revenue growth.

What would make you a good fit for this role?

Basic Requirements

• 5–7 years of experience in Customer Success, Customer Experience, Technical Account Management, Solution Consulting, or Enterprise SaaS.
• Experience managing enterprise customers across both business and technical stakeholders.
• Strong understanding of customer lifecycle management, onboarding, adoption, retention, and stakeholder management.
• Experience working with APIs, integrations, troubleshooting, and enterprise SaaS implementations.
• Ability to manage multiple customer engagements while collaborating effectively with Product, Engineering, Sales, and Support teams.

What are the most critical skills for this role?

• Strong customer-first mindset with ownership of customer outcomes and business success.
• Excellent stakeholder management and executive communication skills.
• Ability to translate complex technical concepts into clear business value for customers.
• Strong troubleshooting and analytical skills with experience debugging integrations and resolving technical issues.
• Familiarity with monitoring and debugging tools such as Kafka, Grafana, Sentry, or similar platforms.
• Strong commercial awareness with the ability to identify adoption gaps, customer risks, and account growth opportunities.
• Excellent cross-functional collaboration skills across Product, Engineering, Sales, and Customer Success teams.