Customer Success Head

LogisticsNow; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

LogisticsNow is seeking a Head of Customer Success to lead strategy, execution, and growth of the CS function. You will own the full post-sales lifecycle from onboarding to renewals and expansion.

You will collaborate with founders and cross-functional teams to build a high-performing CS organization that delivers exceptional outcomes. Leads and mentors the CS team, defines processes, and focuses on customer health metrics, QBRs, and advocacy programs, driving long-term business value and growth

Qualifications

• Define and execute customer success initiatives that improve customer retention, product adoption, and long-term customer value.
• Recruit, mentor, and develop Customer Success Managers while establishing scalable processes and performance standards.
• Oversee enterprise customer onboarding, implementation coordination, adoption, executive engagement, and ongoing customer success initiatives.
• Lead customer renewal planning, forecast renewal pipelines, and identify opportunities for upselling, cross-selling, and account expansion.
• Build trusted relationships with CXOs, senior leaders, and strategic stakeholders while leading QBRs and executive discussions.

Responsibilities

• Own renewal forecasting and revenue expansion in partnership with Sales.
• Build, mentor, and scale a high-performing CS team with defined structure and career paths.
• Collaborate with Product and Engineering to influence product strategy from customer input.

Skills

Customer Success Strategy

Team Leadership

Customer Lifecycle Management

Renewals & Revenue Growth

Executive Relationship Management

Customer Health & Metrics

Cross-Functional Collaboration

Customer Advocacy

Job description

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

• 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.

Preferred Qualifications

• 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.