Director Customer Success

Mojro; Bengaluru; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Mojro, Bengaluru‑based AI‑powered logistics planning platform, is seeking a Director of Customer Success to own the full lifecycle post‑sale across India and Southeast Asia. You will lead a 10+ CSMs, drive retention, expansion, and executive relationships, and partner with the COO to scale the function.

You will shape the CS operating model, build scalable playbooks, and ensure revenue retention targets while working directly with Product and GTM teams as Mojro scales globally.

Qualifications

• 12–15+ years in Customer Success / Account Management, including several years leading a CS function or a sizeable CS team.
• Domain experience in logistics SaaS — preferably TMS or related supply chain / logistics‑tech products.
• Strong appetite for problem‑solving through technology, with genuine appreciation for the complexity of logistics systems and how they translate into customer value.
• Revenue scale: has owned/managed a customer portfolio of roughly ₹30–50 crore in annual revenue across India and Southeast Asia markets.
• Regional experience: has directly managed customers/accounts across both India and Southeast Asia, and is comfortable operating across the two regions' buying behaviours, renewal cycles, and stakeholder norms.
• Track record of owning gross and net revenue retention, renewal management, and expansion motions in a B2B SaaS context.
• Experience building and leading CS teams — hiring, coaching, performance management, and succession planning — ideally across a multi‑country or distributed footprint.
• Strong analytical skills — comfortable working with retention/NPS/portfolio dashboards, cohort and account‑health data, and translating it into action.
• Proven ability to build repeatable systems and playbooks (SOPs) rather than relying on ad hoc, founder‑led processes.
• Excellent executive presence — able to run senior customer relationships and represent the customer internally with Product, Sales, and Finance.

Responsibilities

• Own the Customer Success charter end‑to‑end across India and Southeast Asia — a single, accountable owner for retention, expansion, and customer health across both regions.
• Adapt playbooks, renewal cadences, and communication style to regional nuances while holding every market to the same service‑level bar.
• Build and manage a team footprint that covers both regions and ensure consistent coverage across India and SEA time zones.
• Represent Southeast Asia customer needs in company‑wide GTM, pricing, and product prioritisation conversations.

Skills

Customer Success

Account Management

CS Leadership

Logistics SaaS

Data Analytics

Executive presence

Job description

Job Title: Director Customer Success

Location: Bengaluru, India (Mojro HQ)

Function: Customer Success

Reports to: Chief Operating Officer

Markets Owned: India & Southeast Asia

Team: Leads a Customer Success team of 10+ (Customer Success Managers)

Employment Type: Full-time

About Mojro

Mojro is an AI-powered logistics planning platform, built to be the intelligence layer above TMS, WMS, and ERP systems for complex, large-scale supply chain operations. Our products — PlanWyse, ExecuteWyse, and GeoWyse — optimise planning and execution across first-, mid-, and last-mile logistics for enterprise customers in FMCG/CPG, dairy, food & beverage, 3PL, retail and e-commerce. Founded in Bengaluru, Mojro today serves customers across India, Southeast Asia, North America, the Middle East, and Africa, and is scaling its Customer Success function to match that global footprint.

The Opportunity

Mojro is hiring a Director of Customer Success to own the full customer lifecycle post-sale — from onboarding and time-to-value, through renewals and expansion, to executive relationships and the voice-of-customer loop into Product and GTM. This role owns Customer Success across both the India and Southeast Asia markets, and is accountable for consistent outcomes across both regions despite differences in buying behaviour, renewal cycles, and stakeholder dynamics. This is a hands‑on leadership role for someone who can build scalable systems and playbooks while also being personally accountable for revenue retention, customer health, team outcomes, and a defined expansion/cross‑sell/upsell revenue target sourced from the existing customer base. You will lead a team of Customer Success Managers, report to and work closely with the COO, and directly shape how Mojro builds durable, insights‑driven relationships with its customers as the company scales across geographies.

What You'll Own

Regional Ownership: India & Southeast Asia

• Own the Customer Success charter end-to-end across both India and Southeast Asia — a single, accountable owner for retention, expansion, and customer health across both regions.
• Adapt playbooks, renewal cadences, and communication style to regional nuances (language, time zone, buying process, contracting norms) while holding every market to the same service-level bar.
• Build and manage a team footprint that covers both regions — directly or through regional CSMs — and ensure consistent coverage across India and SEA time zones.
• Represent Southeast Asia customer needs (alongside India) in company‑wide GTM, pricing, and product prioritisation conversations, so the region isn't an afterthought as Mojro scales.

Strategic Account Leadership

• Design and own Mojro's account segmentation and relationship‑maturity framework (Onboarding -> Stabilising -> Value Realising -> Insights‑Driven), and drive the CSM team to progress accounts along it.
• Bring a point of view on how the CS operating model should evolve as Mojro scales into new products and geographies, including when and how to introduce tiered coverage models.
• Own the account stage register and run quarterly progression reviews with leadership, showing movement of accounts across the maturity curve.
• Partner with Sales and Implementation on account planning so strategy is aligned from the point of sale through the customer's full lifecycle.

Revenue Retention & Growth

• Own gross revenue retention (target ≥95%) through a documented, repeatable renewal management system, with plans in place before every renewal.
• Propose and commit to an annual net revenue retention (NRR) target with leadership, and build a documented expansion plan for every strategic account.
• Build an early‑warning / at‑risk account system so renewal risk is visible and actioned well before contract expiry, not discovered at the last moment.
• Run a bi‑monthly renewal tracker review, and own escalation plans for any account flagged at risk across either region.

Expansion & Product Influence

• Build a CS‑sourced expansion motion — identifying upsell/cross‑sell signals and white space across the portfolio and handing qualified leads to Sales with qualification notes — targeting 25% of total expansion revenue.
• Maintain a documented expansion signal / white‑space note for every account, not only strategic ones.
• Institutionalise a structured product feedback loop with customer impact and represent the customer in release reviews with Product.

Executive Relationships & Voice of Customer

• Build and run a cadence of quarterly executive/leadership touchpoints across 100% of the customer portfolio, with documented outcomes and follow‑through.
• Own the NPS and Voice‑of‑Customer program end‑to‑end, including survey cadence, closed‑loop resolution of detractor feedback, and a regular VoC report to Product and GTM.
• Maintain a stakeholder map for every account so relationships survive personnel changes on the customer side, particularly important across multiple regional markets.

Delivery Excellence, Portfolio Health & Collections

• Own implementation and time‑to‑value SLAs (go‑live within 45 days of customer readiness; value milestones within 3-6 months), and define what "customer readiness" means in partnership with Sales and Implementation.
• Run a monthly portfolio health review with documented executive recovery plans for every at‑risk account.
• Partner with Finance on receivables — CS owns the customer‑facing nudge to keep collections current (target: zero invoices overdue beyond 60 days each quarter), across both regions' invoicing and payment norms.

Team Leadership & Capability Building

• Lead, coach, and grow a team of 10+ CSMs spanning India and Southeast Asia coverage — owning hiring, performance management, individual development plans, and succession planning for key roles.
• Set and review annual goals for 100% of the team and build successor / readiness plans for key roles across both regions.
• Build the core CS playbook with SOPs that make onboarding, health monitoring, renewals, and escalations repeatable and scalable across markets.
• Build a culture of external benchmarking and continuous learning — bringing outside best practice from the broader CS/SaaS community into the team on a regular cadence.

What We're Looking For

Must‑Haves

• 12–15+ years in Customer Success / Account Management, including several years leading a CS function or a sizeable CS team.
• Domain experience in logistics SaaS — preferably TMS (Transportation Management System) or closely related supply chain / fleet management / logistics‑tech products.
• A strong appetite for problem‑solving through technology, with genuine appreciation for the complexity of logistics systems and how they translate into customer value.
• Revenue scale: has owned/managed a customer portfolio of roughly ₹30–50 crore in annual revenue across India and Southeast Asia markets.
• Regional experience: has directly managed customers/accounts across both India and Southeast Asia, and is comfortable operating across the two regions' buying behaviours, renewal cycles, and stakeholder norms.
• Track record of owning gross and net revenue retention, renewal management, and expansion motions in a B2B SaaS context.
• Experience building and leading CS teams — hiring, coaching, performance management, and succession planning — ideally across a multi‑country or distributed footprint.
• Strong analytical skills — comfortable working with retention/NPS/portfolio dashboards, cohort and account‑health data, and translating it into action.
• Proven ability to build repeatable systems and playbooks (SOPs) rather than relying on ad hoc, founder‑led processes.
• Excellent executive presence — able to run senior customer relationships and represent the customer internally with Product, Sales, and Finance.

Nice to Have

• Exposure to US / North American customer success motions and expectations.
• Pedigree: engineering background from an IIT and/or management education from an IIM is preferred.
• A CS or SaaS leadership certification (e.g., Gainsight, CSPA) or equivalent structured learning.
• Experience working closely with Product teams on a formal voice‑of‑customer or feedback‑to‑roadmap process.

Why Join Mojro

You'll join at a stage where Customer Success is being deliberately built out as a strategic function, not just a support desk — with direct visibility to the COO, real ownership of retention and expansion outcomes across two of Mojro's core markets, and the mandate to build the systems and team that will scale with Mojro as it grows across India, Southeast Asia, and beyond.