Head Customer Success

Logisticsnow; Mumbai; On-site; INR 4,000,000 - 8,000,000; Full time

Benefits offered by this job

Generous ESOPs

Job summary

LogisticsNow in Mumbai is seeking a Head of Customer Success to own the end-to-end post-sale journey for enterprise accounts across India and global markets. This leadership role will build and lead the CS team and sit at the leadership table shaping company strategy.

You will collaborate with Sales, Product, and Engineering to define strategy, health scoring, and playbooks, own renewals and expansion revenue, and drive strong retention and referenceable customers.

Qualifications

• 6–12 years in customer success or enterprise software
• At least 3–5 years in team management
• Experience owning renewals and expansion
• Executive presence with CXO-level stakeholders
• Strong data-driven decision making and metrics orientation

Responsibilities

• Own end-to-end post-sale journey for enterprise accounts.
• Build and lead the Customer Success team and define roles.
• Develop CS strategy, health scoring, playbooks, escalation processes, and renewal frameworks.
• Own renewals pipeline and expansion revenue end-to-end.
• Channel customer feedback into product roadmap with leadership.
• Drive retention, churn reduction, and NRR growth.

Skills

Customer success leadership

Team management

Renewals & expansion

NRR/GRR optimization

Executive stakeholder management

CRM and data-driven account mgmt

SaaS / enterprise software

Supply chain logistics domain

Startup / high-growth experience

Job description

Head of Customer Success

Mumbai | 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