About Kapture CX
Kapture CX is building the agentic platform for CX. Our AI agents complete customer service, sales, collections and claims work for large enterprises. When a case needs judgement, they hand it to a person with the full context attached. If you've tracked an order, disputed a charge or followed up on a claim in India, there's a good chance Kapture was working behind the scenes.
Founded in Bengaluru in 2014, Kapture has grown to over 400 people and works with more than 1,000 enterprises across 18 countries, including Unilever, Reliance, Tata, Coca-Cola, Bigbasket, Meesho, Lenskart and Airtel Payments Bank. We're headquartered in Bengaluru, with offices in Mumbai, Delhi NCR, the USA and the UAE.
We're hiring people who want to build AI that millions of customers rely on every day.
Role Overview
Mandate: We are looking for an experienced professional from the TravelTech / Airline Technology ecosystem to take ownership of a strategic enterprise account in the US TravelTech space.
Experience: 10+ Years
Industry: TravelTech / Airline Technology / B2B Travel Distribution
The role requires end-to-end ownership of the customer relationship, covering account management, customer onboarding, service delivery, customer experience, retention and strategic relationship management.
The ideal candidate will have strong exposure to B2B travel distribution, airline technology or travel SaaS platforms, along with the ability to manage senior stakeholders, drive service excellence and identify opportunities for technology-led transformation and account growth.
Key Responsibilities
- Strategic Account Management: Own and manage key enterprise accounts, acting as the primary point of contact for customer relationships and overall account success.
- Customer Onboarding & Implementation: Drive end-to-end customer onboarding, implementation, transition and product adoption, ensuring a seamless customer experience.
- Service Delivery & Operations: Oversee service delivery, operational performance, SLAs, KPIs and timely resolution of customer escalations.
- Customer Experience & Retention: Drive customer satisfaction, engagement, retention and long-term relationship development.
- Stakeholder Management: Build strong relationships with CXOs, business leaders and key decision-makers, ensuring alignment between customer expectations and business deliverables.
- Cross-functional Collaboration: Work closely with Product, Engineering, Support and Operations teams to ensure effective delivery and resolution of customer requirements.
- Digital Transformation: Identify opportunities to improve customer workflows through technology adoption, automation, process optimisation and digital transformation initiatives.
- Account Growth: Identify opportunities for account expansion, upselling and additional business through a deeper understanding of customer needs.
Desired Candidate Profile
- 10+ years of experience in Customer Success, Customer Experience, Strategic Account Management, Client Services or Service Delivery.
- Strong experience in the TravelTech, Airline Technology, HospitalityTech or B2B Travel Distribution ecosystem.
- Prior experience managing large enterprise accounts, preferably international customers and US-based clients.
- Hands-on experience across the complete customer lifecycle, including onboarding, implementation, service delivery, relationship management and retention.
- Strong understanding of travel distribution platforms, airline technology solutions, travel management systems or enterprise SaaS products.
- Experience managing senior stakeholders, handling escalations and driving customer satisfaction.
- Ability to work across business and technology teams and drive customer-centric solutions.
- Strong communication, relationship management, problem-solving and leadership skills.
We are looking for someone who goes beyond managing customer relationships – someone who can own the entire enterprise account, ensure service excellence, drive customer retention and build long-term strategic partnerships.
