Kapture CX | Customer Success Manager | bangalore

5 days ago

Bengaluru, India Kapture CX Full time
Job Title:

Customer Success ManagerLocation :

Bangalore, OnsiteCompany 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:

Account Management:

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

Guide clients through the onboarding process, ensuring smooth implementation and adoption of our solutions.Client Success Planning:

Develop and execute success plans that map out strategies for achieving client objectives and maximizing ROI.Performance Monitoring:

Regularly analyze and report on key performance indicators (KPIs) for client success and identify opportunities for improvement.Renewals & Expansion:

Drive contract renewals and identify upsell/cross-sell opportunities by showcasing the value of our offerings.Proactive Engagement:

Conduct regular check-ins, business reviews, and strategy sessions with clients to ensure satisfaction and alignment.Issue Resolution:

Act as the main point of contact for client concerns, collaborating with internal teams to ensure timely resolution of issues.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:5 to 7 years of experience in customer success, account management, or a related role, preferably managing enterprise accounts.Strong communication, interpersonal, and presentation skills.Ability to analyze data and metrics to drive decision-making.Proven ability to manage multiple accounts and priorities effectively.Familiarity with SaaS platforms, CRM systems, and enterprise software solutions.

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