What is this role about?
As an Associate Director – Customer Experience, you will own the business success of a portfolio of enterprise accounts on the Kapture platform.
You will operate as the business owner for your accounts, taking end-to-end ownership of customer outcomes, product adoption, revenue growth, and long-term account health. Acting as the trusted advisor to your customers, you will partner with them to maximize the value they derive from Kapture's SaaS and AI offerings while identifying opportunities to improve operational efficiency and business performance.
This is not a traditional Sales or Customer Success role. It requires a strong blend of business acumen, technical understanding, and consulting skills. You will leverage customer insights, platform data, operational metrics, and product knowledge to proactively identify risks, recommend improvements, and drive measurable business outcomes.
Working closely with customers as well as Product, Engineering, AI, Delivery, Support, and Sales teams, you will ensure that every engagement delivers tangible value and contributes to the long-term growth of the account.
Here's what you'll do
Own the business for your accounts
-
Take end-to-end ownership of a portfolio of enterprise customers, ensuring they continuously realize value from Kapture's platform while identifying opportunities to increase adoption, expand product usage, and grow revenue.
-
Think like the business owner for your accounts—not just the relationship manager.
Proactively improve customer outcomes
-
Continuously monitor customer health, platform performance, operational KPIs, and business metrics to identify risks and opportunities before they impact the customer.
-
This could include identifying trends such as: Declining CSAT or NPS , Reduced adoption of key capabilities , Drop in automation or self-service rates , Increasing support volumes , Performance degradation ,Low utilization of licensed features ,Operational inefficiencies ,Emerging business opportunities. Rather than waiting for customers to raise concerns, you will proactively drive corrective actions and continuous optimization.
Act as a strategic advisor
-
Build trusted relationships with customer leadership and become their go-to advisor for platform strategy, product adoption, and business transformation.
- Establish and drive a measurable operating cadence by ensuring timely MBRs/QBRs, regular governance reviews, and active participation from the appropriate customer stakeholders.
- Understand their business objectives and recommend solutions that improve customer experience, operational efficiency, and measurable business outcomes.
Drive growth within existing accounts
-
Identify opportunities to expand platform adoption across new teams, functions, or use cases.
-
Partner with Sales and Customer Success teams to develop business cases, influence stakeholders, and drive sustainable revenue growth within your portfolio.
Lead cross-functional execution
-
Collaborate with Product, Engineering, Delivery, AI, Support, and Customer Success teams to remove blockers, prioritize enhancements, and ensure customer commitments are delivered successfully.
-
Take ownership until the desired business outcome is achieved.
-
Lead and develop the CX team by coaching managers, building team capability, and driving a high-performance culture
Drive governance and operational excellence
-
Lead regular governance reviews with customers, covering platform performance, business KPIs, product adoption, roadmap discussions, operational health, risks, and growth opportunities.
-
Establish structured operating rhythms that create transparency, accountability, and continuous improvement.
What does success look like in this role?
Success is measured by the business outcomes you create for your customers.
You consistently improve customer health, increase product adoption, strengthen executive relationships, grow account revenue, and proactively address risks before they become escalations. You are recognized by customers as a strategic partner and internally as the single owner driving the success of your accounts.
What would make you a good fit?
Basic requirements
-
7-10 years of experience in Enterprise SaaS, Customer Experience, Consulting, Solution Engineering, Program Management or a related field.
-
Experience managing enterprise customers and working with multiple business and technical stakeholders.
-
Strong understanding of SaaS products, enterprise implementations, and customer lifecycle management.
-
Ability to influence cross-functional teams and drive outcomes without direct authority.
-
Strong analytical and problem-solving skills, with the ability to translate data into actionable business recommendations.
What are the most critical skills for this role?
-
You think like an owner and take accountability for customer and business outcomes.
-
You use data, operational metrics, and customer insights to proactively identify risks and opportunities.
-
You can balance business priorities with technical constraints and drive informed decisions.
-
You excel at executive communication and stakeholder management across both customer and internal teams.
-
You are comfortable navigating ambiguity, prioritizing effectively, and coordinating multiple teams to deliver results.
You'll have an advantage if you
-
Have experience with enterprise SaaS platforms, CRM, Contact Center, Customer Experience, or AI products.
-
Have worked with APIs, integrations, dashboards, analytics, or monitoring platforms.
-
Have experience driving customer adoption, business transformation, or digital initiatives.
-
Are comfortable interpreting operational metrics and using them to influence business decisions.
Why should you be interested?
-
This role offers the opportunity to own the success of some of the world's leading enterprise brands and shape how they leverage technology to transform customer experience.
-
You'll work at the intersection of business, technology, and strategy—partnering with senior customer leaders while collaborating with Product, Engineering, AI, Delivery, and Sales teams to solve complex problems, drive measurable business impact, and influence the future of Kapture's platform.
