Customer Success Leader

Logisticsnow; India; On-site; INR 6,000,000 - 10,000,000; Full time

Benefits offered by this job

Generous ESOPs

Job summary

LogisticsNow is seeking a Head of Customer Success to own the post-sale journey for enterprise accounts across India and global markets. You will build and lead the CS team, craft strategy, and partner with product and engineering to drive value realization.

You will own renewals, expansions, health metrics, and customer advocacy, while reporting to the leadership team and shaping the company strategy through data-driven insights.

Qualifications

• 6–12 years of experience in customer success, account management, or client servicing for B2B SaaS or enterprise software
• with at least 3–5 years in team management
• Proven team leadership with retention and expansion results
• Executive presence with CXO/VP-level interaction
• Strong command of CS metrics, health scoring, and data-driven account management

Responsibilities

• Own the end-to-end post-sale customer journey for enterprise accounts in India and global markets
• Build and lead the Customer Success team with hiring, coaching, and career path design
• Define customer success strategy, playbooks, health scoring, and renewal processes
• Partner with Sales on upsell/cross-sell motions and manage renewals end-to-end
• Represent voice of the customer to product, founder, and engineering leadership
• Develop advocacy through referenceable customers, case studies, and champions

Skills

customer success

account management

team management

executive presence

data-driven decision making

CRM platforms

Tools

CRM platforms

Job description

Head of Customer Success

Delhi | Full-time | In-office | Leadership Role Team Management Required

We're Building the Brain of Global Logistics

LogisticsNow is a fast-scaling logistics technology and supply chain SaaS startup, trusted by thousands of logistics partners across tens of thousands of routes in 10+ countries. Backed by Shell and Flipkart-Walmart, we're transforming how enterprises make freight, transportation, and supply chain decisions with AI-driven logistics intelligence.

Winning an enterprise logo is the start. Keeping it, growing it, and turning it into a reference that's the compounding engine of a SaaS business.

As Head of Customer Success, you'll own that engine: the strategy, the metrics, and the team that delivers it.

This is a leadership role with full ownership of the post-sale customer journey — onboarding, adoption, retention, renewals, and expansion — across enterprise accounts in India and global markets. You'll build and lead the customer success team, and sit at the leadership table shaping company strategy.

What You'll Own -

• The end-to-end post-sale customer journey — onboarding, implementation coordination, adoption, value realization, renewals, and expansion for enterprise accounts
• Building and leading the Customer Success team — hiring, coaching, and developing CSMs and support talent; defining roles, account coverage models, and career paths as we scale
• Customer success strategy and playbooks — customer segmentation, health scoring, QBR frameworks, escalation processes, and success plans tailored to enterprise supply chain and logistics customers
• Renewals and expansion revenue — partnering with sales on upsell and cross-sell motions, and owning the renewal pipeline end to end
• Voice of the customer at the leadership table — channeling customer insight into the product roadmap, working directly with the founder, product, and engineering
• Customer advocacy — building a bench of referenceable customers, case studies, and champions that fuel new business

Key Result Areas (KRAs) -

• Retention & churn: Gross Revenue Retention (GRR) and logo retention — minimize churn and contraction across the enterprise book
• Net Revenue Retention (NRR): drive expansion through upsell, cross-sell, and increased platform adoption within existing accounts
• On-time renewals: renewal rate and forecast accuracy — no surprises, no last-minute saves
• Onboarding & time-to-value: reduce time from contract signature to first measurable business value for each new enterprise account
• Product adoption & engagement: active usage, feature adoption depth, and account health scores across the customer base
• Customer satisfaction & loyalty: NPS, CSAT, and executive relationship coverage across key accounts
• Escalation management: resolution time and root-cause closure for critical customer issues
• Advocacy pipeline: referenceable accounts, case studies, and testimonials generated per quarter
• Team performance: CSM productivity, team engagement and retention, and coverage quality as the function scales

What You Bring -

• 6–12 years of experience in customer success, account management, or client servicing for B2B SaaS or enterprise software, with at least 3–5 years in team management
• Proven team leadership — you've hired, coached, and scaled customer success or account management teams, and can show the retention numbers to prove it
• A track record of owning renewals, driving expansion revenue, and improving NRR/GRR across an enterprise customer portfolio
• Executive presence with CXO, VP, and senior stakeholders — comfortable leading QBRs, steering committees, and tough renewal conversations
• Strong command of customer success metrics, health scoring, CRM and CS platforms, and data-driven account management
• Experience in supply chain, logistics, freight, transportation, or SCM software is a strong plus
• Background in early-stage startups or high-growth SaaS environments preferred
• A builder's mindset — high ownership, process thinking, empathy for customers, and low ego

Why This Role, Why Now -

• Build the function, not inherit it — define what world-class customer success looks like here, from team design to playbooks to metrics
• Leadership table seat at a venture-backed, mission-driven rocketship — working directly with the founder
• Generous ESOPs plus a strong incentive structure tied to retention and expansion outcomes
• Marquee enterprise relationships — deepened through our founders, investors, and industry network
• Real influence on product — your team's customer insight will directly shape the roadmap

You Should Apply If -

• You believe retention is the truest measure of product-market fit — and you've built teams that prove it
• You want to own the entire post-sale journey — strategy, team, and outcomes
• You can move between boardroom QBRs and hands-on account firefighting without missing a beat
• You're tired of the noise — and want to build something that matters