Senior Customer Experience Manager

Ovii's Interpretation of the Role

The Senior Customer Experience Manager will own a portfolio of enterprise customers on the Kapture platform, driving adoption, satisfaction, retention and growth. The role blends strategic advisory, technical troubleshooting, and cross‑functional delivery to ensure customers realize measurable value.

Role Snapshot

• Own enterprise customer portfolio
• Drive adoption, retention and expansion
• Lead QBRs, health checks and success planning
• Manage onboarding, implementations and integrations
• Partner with product, engineering, sales and support
• Mentor CX team members
• Leverage AI‑powered automation for CX

Must-Have Requirements

• Customer lifecycle management
• Enterprise SaaS implementation
• API integration
• Troubleshooting & issue resolution
• Stakeholder management
• Cross‑functional collaboration
• Data analysis & reporting
• Customer Success
• Enterprise SaaS
• Technical Account Management

Nice-to-Have Signals

• AI‑powered CX / conversational AI / chatbots
• CRM platforms (Salesforce, HubSpot)
• Dashboarding & monitoring tools (Grafana, Kafka)
• SQL/NoSQL databases
• Creating playbooks, implementation guides, RCAs
• AI‑powered CX
• CRM platforms

Work Setup

• Location: Mumbai, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own overall health and success of a portfolio of enterprise customers, ensuring strong adoption and long‑term value
• Build trusted relationships with business and technical stakeholders and act as a strategic advisor
• Lead quarterly business reviews, health checks and success planning to drive measurable outcomes
• Drive onboarding, implementation, integration and adoption initiatives while coordinating cross‑functional teams
• Analyze customer health, usage and feedback to identify risks, growth opportunities and expansion prospects
• Own complex technical escalations, troubleshoot issues, and partner with Engineering/SRE for resolution
• Recommend platform configurations, workflows and AI‑driven automation to improve outcomes
• Mentor and support CX team members, sharing best practices and technical expertise

Good Fit If You Have

• Thrives in fast‑paced, complex SaaS environments
• Strong analytical and problem‑solving mindset
• Excellent communication with both business and technical audiences
• Experience mentoring junior CX staff
• Passion for AI‑driven customer solutions