Kapture CX - Lead - Customer Success (8-15 yrs)

Customer Success Lead

Company Overview :

Founded in 2014 in Bangalore, Kapture is a leading SaaS company specializing in a sophisticated customer support automation platform. Our all-encompassing solution caters to clients across the globe, with a strong presence in industries such as retail, travel, BFSI, consumer durables, and the energy sector. Complementing our offerings, we provide a robust customer feedback management platform. With strategic offices in key locations including Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida, Kapture is on a dynamic trajectory of global expansion.

Position Overview :

The Customer Success Director/Vice President is a high-level leadership role responsible for the Customer Success division. The role involves enhancing customer experiences, increasing retention, and leading strategic initiatives. Direct engagement with senior customer executives to build strong relationships and introduce innovative solutions is essential.

Responsibilities:

1. Strategic Leadership:

- Develop and execute comprehensive customer success strategies aligned with business objectives.

- Lead and mentor the Customer Success team for top performance and satisfaction.

- Foster a customer-centric culture within the organization.

2. Customer Retention and Expansion:

- Maximize Net Revenue Retention (NRR) and reduce churn.

- Identify and capitalize on upsell and cross-sell opportunities.

- Oversee the renewal process for high customer retention rates.

3. Relationship Management:

- Build and maintain strong relationships with key customer stakeholders.

- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).

- Act as a trusted advisor, aligning solutions with customer needs.

4. Cross-functional Collaboration:

- Collaborate with Product, Support, Marketing, and other teams to address customer concerns.

- Provide feedback to refine the product roadmap.

- Partner with Marketing to execute customer surveys and advocacy programs.

5. Customer Advocacy:

- Drive customer advocacy through success stories, testimonials, and references.

- Establish centers of excellence within customer organizations.

- Enhance Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

6. Performance Metrics:

- Establish and monitor Key Performance Indicators (KPIs) for customer success initiatives.

- Track customer health metrics, engagement levels, and overall satisfaction.

- Achieve revenue targets through upsell/cross-sell opportunities and renewals.

Key Focus Areas:

- Influence senior management with new tools and innovative ideas.

- Identify product usage gaps and provide actionable solutions.

- Build and sustain value-based relationships with customers.

- Drive expansion while maintaining effective customer interactions.

- Communicate feedback for product improvement.

- Optimize Customer Success processes and initiatives.

KPIs:

- Advocacy: Average CSAT, reference activities.

- Revenue Contribution: Number of upsell/cross-sell opportunities qualified.

- Health Metrics: QBR/MBR.

- Transactional Excellence: Renewals.