Senior Customer Experience Manager

Ovii's Interpretation of the Role

The Senior Customer Experience Manager will own a portfolio of enterprise accounts, driving adoption, satisfaction, and long‑term value on the Kapture platform. The role blends stakeholder partnership, technical integration, and delivery leadership to ensure successful onboarding, expansion, and ongoing health of customers.

Role Snapshot

• Own enterprise customer portfolio
• Drive adoption, retention, and CSAT
• Lead QBRs, health checks and success planning
• Manage onboarding, implementations and integrations
• Coordinate cross‑functional delivery
• Mentor CX team members

Must-Have Requirements

• Customer lifecycle management (onboarding, adoption, retention)
• Stakeholder management (business & technical)
• SaaS implementation & integration (APIs)
• Troubleshooting & root‑cause analysis
• Analytical and problem‑solving abilities
• Project and delivery coordination
• Customer Success
• Technical Account Management
• Enterprise SaaS

Nice-to-Have Signals

• AI‑powered CX, conversational AI, chatbots, automation platforms
• CRM platforms such as Salesforce or HubSpot
• Dashboarding and monitoring tools (Grafana, Kafka)
• SQL/NoSQL database knowledge
• Creating playbooks, implementation guides, campaign management
• AI‑powered CX
• CRM platform usage
• Dashboarding & monitoring
• CRM platforms

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

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 adoption, satisfaction, and retention
• Build trusted relationships with business and technical stakeholders and act as a strategic advisor
• Lead quarterly business reviews, health checks, and success planning sessions to drive measurable outcomes
• Drive onboarding, implementation, integration, and adoption initiatives while coordinating across product, engineering, sales, and support
• Analyze usage, feedback, and health metrics to identify risks, improvement opportunities, and expansion possibilities
• Recommend platform configurations, automation, and AI capabilities to improve customer outcomes
• Own complex technical escalations, troubleshoot issues, and partner with engineering to resolve them
• Mentor CX team members and share best practices for customer management and technical troubleshooting

Good Fit If You Have

• Experience with AI‑driven CX, chatbots, or automation platforms
• Familiarity with Salesforce or HubSpot CRM tools
• Background creating playbooks, implementation guides, or dashboards
• Ability to translate recurring issues into scalable solutions