Customer Success Manager — Enterprise Accounts

Mojro; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Mojro is hiring a Customer Success Manager for enterprise accounts in Bengaluru. You will own a portfolio end to end, guiding onboarding, adoption and renewal with senior customer stakeholders and product/engineering collaboration.

You will track usage and ROI through platform data, run what-if analyses, and drive renewal readiness while seeking expansion opportunities. Strong communication in English is required; Kannada/Hindi skills are valued.

Qualifications

• 5–8 years in Customer Success or enterprise accounts.
• Owned enterprise B2B SaaS accounts and renewals.
• Exposure to logistics, supply chain, transportation, FMCG/CPG, dairy or manufacturing ops is a plus.
• Built a business case from platform data and demonstrated value to customers.

Responsibilities

• Own a portfolio of enterprise accounts end to end, from onboarding through renewal.
• Build relationships across operations, IT and leadership so the account has multiple champions.
• Keep a live account plan for each customer with objectives, adoption, risks and opportunities.
• Bring structure to accounts and fix stalled adoption with a clear plan.
• Handle difficult conversations—escalations, resetting expectations, and restoring momentum.
• Track adoption, usage and KPIs; run what-if analyses to show value.
• Run weekly, monthly and quarterly reviews; drive actions to closure.
• Collaborate with Implementation Engineers during onboarding and go-live; ensure customer readiness.
• Support renewals and growth with Sales on upsell/Cross-sell opportunities.

Skills

Customer Success

Account Management

SaaS

Analytical

Product fluency

AI & automation

English fluency

Tools

Jira

HubSpot

Power BI

Tableau

Looker

Job description

Customer Success Manager — Enterprise Accounts

Job ID - 1032

Customer Success Manager — Enterprise Accounts

Location: Bangalore

Employment Type: Full-Time

Experience: 5–8 Years

Reports To: Senior Customer Success Manager

About Mojro

Mojro is an AI-powered logistics optimization and visibility platform used by leading enterprises across FMCG, Dairy, Paints, Retail, CEP and Manufacturing to plan and run transportation better. Our customers move goods at serious scale, and our platform decides how.

We are building out our Customer Success team, and this is a role with real ownership from day one.

The Role

As a Customer Success Manager, you own a portfolio of enterprise accounts across the full customer lifecycle

— onboarding, adoption, value realization, renewal and growth.

You will be the person your customers call first: close enough to their operations to understand what they are actually trying to fix, and credible enough inside Mojro to get it done. You will have a small portfolio rather than a long list, so the work is depth, not coverage.

What You'll Do

Own your accounts

• Own a portfolio of enterprise accounts end to end, from onboarding through renewal
• Build relationships across the customer organization — operations, supply chain, IT and leadership — so the account never rests on one champion
• Keep a live account plan for each customer: objectives, adoption, risks and opportunities
• Bring structure to accounts that need it — work out why adoption has stalled and put a plan in place to fix it
• Handle the difficult conversations yourself — escalations, resetting expectations, and getting a relationship back on track

Drive adoption and show the value

• Track adoption, usage and business KPIs, and act early when something moves the wrong way
• Run scenarios and what-if analyses in the platform yourself, and use them to show customers what better looks like in their own numbers
• Demonstrate ROI in the customer's operational terms — cost per drop, utilization, service levels

Run the account rhythm

• Run weekly, monthly and quarterly reviews built on adoption and business metrics, not activity updates
• Drive agreed actions to closure — on both sides of the table
• Work closely with our Implementation Engineers through onboarding and go-live — including customer‑side readiness like UAT sign-off and training — then own the account once it moves to steady state
• Bring the business context to issue prioritization so Product and Engineering know what actually hurts
• Use AI-assisted tooling and automation to take the manual work out of reporting and review prep

Own renewals and growth

• Own renewal readiness and act on churn risk long before it becomes a conversation
• Build value cases from real adoption evidence
• Identify expansion opportunities, and bring in Implementation early to sanity‑check feasibility
• Partner with Sales on commercial discussions, upsell and cross‑sell

What We're Looking For

Experience

• 5–8 years in Customer Success, Account Management, SaaS Consulting or enterprise Implementation
• You have owned enterprise B2B SaaS accounts yourself — including the hard conversations and the renewals
• You can talk us through a specific account you turned around, and what you personally did
• Exposure to logistics, supply chain, transportation, FMCG/CPG, dairy or manufacturing operations is a real advantage
• You have built a business case from platform data yourself rather than briefing someone else to do it

Skills

• Customer Success: account ownership, adoption and value realization, customer health and churn management, review governance, renewal and expansion planning, stakeholder management
• Analytical: comfortable with usage data, KPIs and reporting; strong Excel/Google Sheets; able to tell a clear story with numbers
• Product fluency: willing to get properly hands‑on with the platform — enough to run a scenario, read the output, and explain the logic of a plan to a customer's operations team without escalating
• AI & automation: practical fluency with AI tools, and the instinct to automate your own repetitive work
• Languages: professional fluency in English. Because much of this work happens with plant, depot and transport teams, the ability to engage in Kannada and Hindi is preferred; Tamil or Telugu is a bonus

Nice to have

• Enough API and integration literacy to work out whether an issue sits with the platform, the integration or the customer's process before escalating it
• Familiarity with Jira, HubSpot and BI tools (Power BI, Tableau, Looker)
• Experience with international or global enterprise customers

Why This Role

• Named enterprise accounts, owned properly — you are not one of twenty CSMs holding a slice of a list
• You are joining a Customer Success function while it is still being built, which means your way of working becomes the way it is done here
• Direct access to Product, Engineering and leadership — the feedback you bring in gets acted on, not filed
• Deep domain to grow into: logistics optimization is genuinely hard, and the expertise you build here transfers
• A team that would rather you make the call than wait for permission

Learn more at mojro.com