Kapture CX - Manager - Customer Success (5-7 yrs)

Company Overview :

Founded in 2014 in Bangalore, Kapture CX 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:

We are seeking a dynamic and experienced Customer Success Manager (CSM) to oversee and nurture relationships with our enterprise clients. In this role, you will act as a trusted advisor, ensuring the success, satisfaction, and retention of key accounts. Your primary focus will be to understand client needs, drive adoption of our solutions, and deliver measurable business outcomes.

Responsibilities:

1. Account Management: Own the relationship with enterprise customers, ensuring a deep understanding of their business goals and aligning our solutions to meet their needs.

2. Onboarding & Implementation: Guide clients through the onboarding process, ensuring smooth implementation and adoption of our solutions.

3. Client Success Planning: Develop and execute success plans that map out strategies for achieving client objectives and maximizing ROI.

4. Performance Monitoring: Regularly analyze and report on key performance indicators (KPIs) for client success and identify opportunities for improvement.

5. Renewals & Expansion: Drive contract renewals and identify upsell/cross-sell opportunities by showcasing the value of our offerings.

6. Proactive Engagement: Conduct regular check-ins, business reviews, and strategy sessions with clients to ensure satisfaction and alignment.

7. Issue Resolution: Act as the main point of contact for client concerns, collaborating with internal teams to ensure timely resolution of issues.

8. Advocacy & Feedback: Act as the voice of the customer internally, providing insights and feedback to product, sales, and support teams to enhance the customer experience.

Requirements:

1. 5 to 7 years of experience in customer success, account management, or a related role, preferably managing enterprise accounts.

2. Strong communication, interpersonal, and presentation skills.

3. Ability to analyze data and metrics to drive decision-making.

4. Proven ability to manage multiple accounts and priorities effectively.

5. Familiarity with SaaS platforms, CRM systems, and enterprise software solutions.