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About Kapture CX

Kapture CX is an enterprise customer experience platform helping businesses transform customer service and engagement through technology, automation and AI.
We are looking for a Lead – AI Adoption who can work closely with enterprise customers to drive AI adoption, identify high-impact use cases, and translate AI deployments into measurable business outcomes.
This is not a traditional project management role. You will operate at the intersection of Product × Business × Revenue × Execution, working with customers and internal teams to take AI initiatives from an initial idea to scaled, business-critical deployments.


The Role

As a Lead – AI Adoption, you will own the journey of identifying, scaling and optimizing AI use cases across enterprise customers.
You will understand the customer's business challenges, identify where AI can create meaningful impact, work with Product and Engineering teams to build solutions, and ensure successful adoption and measurable ROI.
You will be expected to think beyond “Is the AI solution deployed?” and focus on:
  • Is the customer actually using it?
  • Is adoption increasing?
  • Is it solving the intended business problem?
  • What is the impact on revenue, cost, productivity or customer experience?
  • Can the use case be scaled across teams, processes or customers?
  • What should we build next?

What You'll Do

1. Drive Enterprise AI Adoption

  • Work closely with enterprise customers to understand their business, operational and customer experience challenges.
  • Identify opportunities where AI can create tangible business value.
  • Drive adoption of AI-led solutions across customer teams and processes.
  • Develop adoption strategies and execution plans for different customer segments and use cases.
  • Track adoption, usage, engagement and business outcomes post-deployment.
  • Identify adoption barriers and proactively work with customers and internal teams to address them.

2. Identify & Scale AI Use Cases

  • Discover high-impact AI use cases across customer support, automation, customer experience, sales and operations.
  • Evaluate use cases based on feasibility, business impact, scalability and ROI.
  • Convert customer pain points into clearly defined AI use cases and product requirements.
  • Take ideas from “this could work” → “this is working” → “this is working at scale.”
  • Build repeatable playbooks and frameworks for successful AI adoption.
  • Identify successful use cases that can be replicated across multiple enterprise customers.

3. Business & ROI Ownership

  • Understand the commercial impact of AI implementations.
  • Define success metrics and business outcomes for every major AI initiative.
  • Measure impact across metrics such as cost reduction, productivity improvement, automation rate, revenue uplift, response time, resolution rate and customer experience.
  • Build business cases and ROI narratives for AI adoption.
  • Identify opportunities for expansion, upsell and increased AI usage within existing enterprise accounts.
  • Partner with Sales and Account Management teams to identify revenue opportunities emerging from successful AI deployments.

4. Product Collaboration

  • Act as the bridge between enterprise customers and Kapture's Product/Engineering teams.
  • Translate customer problems into actionable product requirements.
  • Work with Product teams to prioritize AI capabilities based on customer impact and business potential.
  • Provide structured feedback on AI products, workflows, usability and adoption challenges.
  • Participate in product discovery, experimentation and validation.
  • Help shape new AI capabilities based on real-world enterprise requirements.

5. Enterprise Stakeholder Management

  • Build strong relationships with CXOs, business heads, operations leaders, customer experience teams and technology stakeholders.
  • Conduct discovery sessions and business workshops with customers.
  • Present AI opportunities, adoption plans, progress and business impact to senior stakeholders.
  • Manage expectations while maintaining a strong focus on outcomes.
  • Influence stakeholders and drive decisions without always having direct authority.

6. Build & Experiment

  • Develop a strong understanding of emerging AI capabilities and their practical enterprise applications.
  • Experiment with new AI workflows, automation opportunities and customer experience use cases.
  • Run pilots and proof-of-concepts to validate ideas before scaling.
  • Work with cross-functional teams to quickly test, learn and iterate.
  • Develop frameworks, playbooks and best practices for AI adoption.

7. Team Leadership

  • Lead and mentor a team working on AI adoption and customer implementation initiatives.
  • Establish clear goals, ownership and success metrics for the team.
  • Build a culture of experimentation, customer obsession and outcome ownership.
  • Review customer adoption, project progress and business impact regularly.
  • Coach team members on problem-solving, stakeholder management and AI use-case discovery.


What We're Looking For

We are looking for someone who:
  • Enjoys solving business problems, not just managing projects.
  • Is genuinely curious about AI and how it can be applied to real-world business problems.
  • Has experience working closely with enterprise customers and senior stakeholders.
  • Thinks in terms of adoption, ROI, revenue, productivity and cost impact.
  • Has a strong builder mindset and enjoys creating something from scratch.
  • Can navigate ambiguity and take ownership without waiting for detailed instructions.
  • Can connect customer problems → product capabilities → business outcomes.
  • Is comfortable working across Product, Sales, Engineering, Customer Success and Business teams.
  • Can balance strategic thinking with hands-on execution.
  • Enjoys taking an idea from concept → pilot → adoption → scale.


Preferred Experience

  • 3-7 years of experience in B2B SaaS, enterprise technology, consulting, product, customer success, business transformation, AI adoption or solutions roles.
  • Experience working with enterprise customers and managing complex stakeholder environments.
  • Exposure to AI/GenAI, automation, conversational AI, analytics or workflow transformation.
  • Experience in identifying business use cases and translating them into technology solutions.
  • Strong understanding of SaaS business models and enterprise customer journeys.
  • Experience working with Product and Engineering teams.
  • Prior experience in a role involving ownership of business outcomes, rather than only project execution, will be strongly preferred.
  • Prior people-management experience is desirable.

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