Job Summary:
Location - Mulund, Mumbai
Work Mode - In office/Full time
Experience - 8-15 years
Department - Customer Success
Role Summary:
As the Head of Customer Success, you will lead the strategy, execution, and growth of the Customer Success function at LogisticsNow. You will own the complete post-sales customer lifecycle—from onboarding and product adoption to renewals, retention, and account expansion. Working closely with founders and cross-functional teams, you will build a high-performing Customer Success organization that delivers exceptional customer outcomes while driving long-term business growth.
What You’ll Do:
✅ Lead the end-to-end post-sales customer journey, including onboarding, implementation, product adoption, customer success, renewals, retention, and account expansion.
✅ Build, mentor, and scale a high-performing Customer Success team, defining team structure, account coverage models, and career development frameworks.
✅ Develop customer success strategies, playbooks, health scoring models, QBR frameworks, and customer engagement processes.
✅ Own renewal forecasting, customer retention, and expansion revenue in partnership with the Enterprise Sales team.
✅ Represent the Voice of the Customer by collaborating with Product, Engineering, and Leadership teams to influence product strategy and customer experience.
✅ Build customer advocacy programs, including reference customers, case studies, testimonials, and long-term strategic partnerships.
What We’re Looking For:
✅ Customer Success Strategy
Define and execute customer success initiatives that improve customer retention, product adoption, and long-term customer value.
✅ Team Leadership
Recruit, mentor, and develop Customer Success Managers while establishing scalable processes and performance standards.
✅ Customer Lifecycle Management
Oversee enterprise customer onboarding, implementation coordination, adoption, executive engagement, and ongoing customer success initiatives.
✅ Renewals & Revenue Growth
Lead customer renewal planning, forecast renewal pipelines, and identify opportunities for upselling, cross-selling, and account expansion.
✅ Executive Relationship Management
Build trusted relationships with CXOs, senior business leaders, and strategic stakeholders while leading Quarterly Business Reviews (QBRs) and executive business discussions.
✅ Customer Health & Success Metrics
Develop customer health frameworks and monitor retention, engagement, adoption, satisfaction, and renewal performance to proactively reduce customer risk.
✅ Cross-Functional Collaboration
Partner with Product, Engineering, Sales, Operations, and Leadership teams to improve customer experience and influence product roadmap decisions.
✅ Customer Advocacy
Develop customer reference programs, case studies, testimonials, and success stories that strengthen customer relationships and support business growth.
Key Success Metrics
The success of this role will be measured through:
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Customer Renewal Rate
Customer Churn Rate
Time-to-Value for New Customers
Product Adoption & Customer Health Score
Net Promoter Score (NPS)
Customer Satisfaction Score (CSAT)
Quarterly Business Review (QBR) Effectiveness
Customer Expansion Revenue
Customer Escalation Resolution Time
Team Performance & Employee Engagement
What are we looking for
✅ Experience
8–15 years of experience in Customer Success, Enterprise Account Management, Client Success, or B2B SaaS Customer Management.
Minimum 3–5 years of experience leading and managing Customer Success or Account Management teams.
Proven success driving customer retention, renewals, expansion revenue, and enterprise account growth.
✅ Industry Knowledge
Experience in B2B SaaS, Enterprise Software, Logistics, Supply Chain, Transportation, Freight, or Technology industries is highly preferred.
Strong understanding of enterprise customer lifecycle management and strategic account planning.
✅ Technical & Business Skills
Expertise in Customer Success methodologies, account management, and customer lifecycle strategies.
Strong understanding of customer success metrics including GRR, NRR, NPS, CSAT, customer health scoring, and adoption metrics.
Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, or similar tools.
Strong analytical, forecasting, and business planning capabilities.
✅ Leadership Skills
Proven ability to build, mentor, and scale high-performing customer-facing teams.
Excellent executive communication and stakeholder management skills.
Strategic thinker with a strong customer-first mindset.
Comfortable operating in a fast-paced, high-growth startup environment with significant ownership.
✅ Experience building Customer Success functions in high-growth startups or scaling SaaS organizations.
✅ Proven track record of improving customer retention, reducing churn, and increasing expansion revenue.
✅ Experience partnering with Product and Engineering teams to influence product strategy through customer insights.
What We Offer:
✅ Opportunity to build and lead the Customer Success function in a venture-backed, high-growth logistics technology company.
✅ Competitive compensation with performance-based incentives and meaningful ESOPs.
✅ Direct collaboration with founders and executive leadership.
✅ High ownership and strategic influence on customer success, retention, and product direction.
✅ Opportunity to work with leading enterprise customers across India and global markets.
✅ Fast career growth while building a world-class Customer Success organization.
Ready to build the team our customers will never want to leave? Apply now or reach out directly at [email protected] — let's talk.
