Senior Customer Success Manager (Supply chain experience) - LSP

LSP44; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

LSP44 is seeking a Senior Customer Success Manager to own a named portfolio of enterprise accounts in North America, working with cross-functional teams to protect and grow the customer base. You will be the strategic partner for accounts, accountable for retention, expansion, and health, including renewal governance and escalation management.

You will build executive-level relationships, drive structured EBRS/QBRs, and translate customer objectives into adoption roadmaps while working Bengaluru

Qualifications

• 5+ years relevant work experience in a Customer Success or related role.
• Experience working in SaaS companies.
• Proven track record of executive-level business reviews.
• Ability to analyze adoption data and present insights.
• Strong AI fluency and capability to apply AI in customer interactions.

Responsibilities

• Own a named portfolio of enterprise accounts across North America with revenue retention goals.
• Build joint success plans translating customer objectives into adoption roadmaps.
• Lead Executive Business Reviews and Quarterly Business Reviews with execs.
• Manage escalations across Product, Engineering, and Support.
• Channel customer feedback and use-case signals to Product and Enablement teams.
• Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST).

Skills

Customer Success

SaaS experience

Executive reviews

Data fluency

AI fluency

Tools

Jira

Confluence

Clari

Observe

Job description

LSP44 is the AI-native agent and API infrastructure company forlogisticsservice providers-the 3PLs, freight forwarders, and brokers who move the world’s freight. Built on more than a decade of the largest logistics data graph and carrier network on Earth (280,000+ carriers, 1.5 billion shipments, 706 million carrier events processed daily), LSP44 gives LSPs the AI agents, carrier infrastructure, and developer capabilities to embed intelligence directly into their own products and workflows.

LSP44isn’ta startup chasing a market-it’sthe original infrastructure project44 built starting in 2014, and nine of the world’s ten largestlogisticsservice providers already run on it. LSP44 launched profitable on day one, with its own sales, engineering, and product leadership, and a mandate to move at the speed of the LSPs it serves.

If you want to build technology that ships in days instead of quarters, that LSPs embed directly into how theyoperate, andthat’sgrounded in more data and context than anyone else in the category-we should talk.

AI at LSP44

Every LSP44 team member is expected to be an intelligent, hands-on user of AI-and for Product, that bar is even higher: the productsyou’redefining are AI agents. We don’t expect everyone to be a data scientist, but we do expect everyone to identify where AI adds value, direct it effectively, evaluate its outputs critically, and govern it responsibly, in your own workflow and in the products you build.

What you’ll be working on:

Shift Time:

12:00 PM - 9:00 PM IST

About The Role

We are looking for a Senior Customer Success Manager to own a named portfolio of enterprise accounts across North America, working closely with Account Executives, Product, Support, and cross-functional teams to protect and grow project44’s existing customer base.

In this role, you will serve as the primary strategic partner for your accounts — directly accountable for retention, expansion, and long-term customer health. You will build executive-level relationships, govern the renewal lifecycle, own escalation management, and drive measurable business outcomes.

• Own a named portfolio of enterprise accounts across North America with full accountability for gross revenue retention (GRR), net revenue retention (NRR), and account health — from renewal forecasting and risk identification through save plays and churn prevention.
• Build and execute joint success plans with each customer: translating their supply chain and logistics business objectives into a structured adoption roadmap.
• Lead structured Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to connect platform outcomes to customer business goals.
• Own escalation management for accounts in your portfolio: coordinate cross-functional resolution across Product, Engineering, and Support.
• Represent the voice of your customers internally: channel structured product feedback, competitive signals, and use‑case patterns to Product and Enablement teams with context and prioritization.
• Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST), building trusted, high-value relationships with enterprise customers and internal stakeholders across time zones and cultures.

About You

Basic Qualifications

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

Other Qualifications

• Supply chain, logistics, or freight technology domain experience is a good to have
• Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes.
• Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders.
• Advanced AI fluency is a requirement for this role: hands‑on proficiency with Claude and other AI tools to prepare for customer interactions, draft renewal documentation, analyze account patterns, and scale your output. The ability to direct AI effectively, evaluate outputs critically, and apply it responsibly is as important as the proficiency itself.
• Data fluency: you can pull and interpret adoption and consumption reports, build a churn or expansion narrative from behavioral signals, and present that story convincingly to both customers and internal leadership without a data analyst in the room.
• Comfortable operating across cultures and time zones; this role requires confident, clear communication with North American customers and stakeholders, including navigating ambiguity without in‑person context.

Technologies We Use

• Jira
• Confluence
• Clari
• Observe

Work from office expectations: This role requires you to operate from office all 5 days in a week.