Kapture CX - Senior Customer Success Manager

Job Title : Senior Customer Success Manager

Location : Delhi (Work from office)

Company Overview :

Founded in 2014, Kapture is a leading SaaS company offering customer support automation solutions to global clients across industries like retail, BFSI, travel, and consumer durables. With offices in Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, the Philippines, and Florida, we are expanding rapidly.

Position Overview :

We are looking for a Senior Customer Success Manager to drive upsell and cross-sell opportunities while ensuring customer satisfaction and retention. In this role, you will work closely with key accounts to identify growth opportunities, enhance product adoption, and deliver value-driven solutions.

Responsibilities :

- Build and nurture strong relationships with key stakeholders in assigned accounts.

- Identify and execute upsell and cross-sell opportunities to achieve revenue targets.

- Conduct regular business reviews (QBRs/EBRs) to track progress and align solutions with customer goals.

- Monitor customer health metrics and proactively address challenges to ensure satisfaction and retention.

- Collaborate with Sales and Product teams to drive account growth strategies.

KPIs :

- Revenue growth through upsell and cross-sell.

- High customer retention and renewal rates.

- Increased product adoption and usage metrics.

Qualifications :

- 7 - 10 years of experience in Customer Success or Account Management, with a strong focus on SaaS

solutions.

- Proven track record of driving revenue growth in enterprise or mid-market accounts.

- Excellent communication, relationship management, and problem-solving skills.

- Proficiency in CRM tools like Salesforce and customer success platforms.

- Join us to help clients achieve success while contributing to Kaptures growth!