Customer Success Manager

About Capillary:

Capillary Technologies is a global SaaS company that provides solutions to help businesses delight their customers.Capillary offers an intelligent loyalty and customer engagement platform that enables brands to delight customers across their purchase journey during acquisition, analysis, insights, and activations. We partner with leading brands across industries to create personalized customer experiences, drive loyalty, and boost revenue. With offices in 30+ countries and clients in 100+ countries, we offer a truly global experience. For more information visit our website capillarytech

JOB DESCRIPTIO

NThe Engagement Manager serves as the strategic advisor and trusted partner for assigned enterprise customers, ensuring they maximize business value from Capillary's platform. This role is responsible for driving customer success, executive stakeholder engagement, product adoption

,renewals, and account growth while collaborating with internal teams to deliver exceptional customer experiences

.Key Responsibilitie

sStrategic Customer Partnershi

• pBuild and nurture long-term relationships with executive business and technology stakeholders
• .Become a trusted advisor on customer engagement, loyalty, personalization, and digital transformation initiatives
• .Develop strategic account plans aligned with customer business objectives
• .Lead Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and strategic roadmap discussions

.
Customer Success & Business Outcom

• esDrive adoption and effective utilization of Capillary's platform across customer organization
• s.Define measurable success metrics and monitor progress against agreed business outcome
• s.Proactively identify opportunities to improve customer engagement, operational efficiency, and RO
• I.Monitor customer health, platform adoption, and business KPIs to ensure long-term succes

s.
Executive Stakeholder Managem

• entBuild strong relationships with senior stakeholders across Marketing, CRM, Digital, IT, Loyalty, Operations, and Businesstea
• ms.Act as the primary strategic point of contact for customer leadersh
• ip.Influence customer decisions through business insights, industry best practices, and data-driven recommendatio
• ns.Effectively manage executive escalations and ensure timely resolution by collaborating with internal tea

ms.
Customer Advo

• cacyRepresent the voice of the customer within Capill
• ary.Partner with Product Management to communicate customer feedback, feature requests, and market insig
• hts.Collaborate with Support, Product, and Engineering teams to ensure customer priorities receive appropriate attent
• ion.Advocate for continuous improvement in customer experie

nce.
Commercial G

rowthIdentify opportunities for account expansion, additional product adoption, and new business use c

ases.Partner closely with Sales and Account Management teams on renewals, upsell, and cross-sell opportuni

ties.Develop expansion strategies based on customer maturity, business priorities, and platform adop

tion.
Customer Gove

• rnanceOwn overall customer health and account gover
• nance.Monitor contractual KPIs, platform performance, and customer success me
• trics.Ensure regular governance meetings with customer leade
• rship.Coordinate internally to ensure customer commitments are fulfilled across Product, Support, Customer Success, and Professional Services

teams.
Business I

• nsightsAnalyze customer performance metrics and platform usage
• trends.Deliver strategic recommendations that improve customer ou
• tcomes.Present executive dashboards highlighting business impact, adoption trends, and value reali

zation.
Expertise and Qualifi

• cations:Bachelor's degree in Engineering, Business, Computer Science, or a related field. MBA pr
• eferred.8+ years of experience in Enterprise Customer Success, Engagement Management, Strategic Account Management, or Customer Co
• nsultingwithin a B2B SaaS
• company.Proven experience managing enterprise customers and executive stake
• holders.Strong understanding of SaaS customer lifecycle, renewals, customer adoption, and business value real

ization.
Requir

• ed SkillsExecutive stakeholder m
• anagementStrategic account m
• anagementCustome
• r SuccessBusiness c
• onsultingCommerci
• al acumenCustomer lifecycle m
• anagementExecutive communication and pre
• sentationNegotiation and influenci
• ng skillsData analysis and business
• insightsCustomer health m
• anagementCross-functional coll
• aborationProblem solving and strategic

thinking Di

sclaimer:It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment

process.We commit to an inclusive recruitment process and equality of opportunity for all our job ap