Job Summary:

Location - Mulund, Mumbai

Work Mode - In office/Full time

Experience - 8-15 years

Department - Customer Success

Role Summary:

As the Head of Customer Success, you will lead the strategy, execution, and growth of the Customer Success function at LogisticsNow. You will own the complete post-sales customer lifecycle—from onboarding and product adoption to renewals, retention, and account expansion. Working closely with founders and cross-functional teams, you will build a high-performing Customer Success organization that delivers exceptional customer outcomes while driving long-term business growth.

What You’ll Do:

✅ Lead the end-to-end post-sales customer journey, including onboarding, implementation, product adoption, customer success, renewals, retention, and account expansion.

✅ Build, mentor, and scale a high-performing Customer Success team, defining team structure, account coverage models, and career development frameworks.

✅ Develop customer success strategies, playbooks, health scoring models, QBR frameworks, and customer engagement processes.

✅ Own renewal forecasting, customer retention, and expansion revenue in partnership with the Enterprise Sales team.

✅ Represent the Voice of the Customer by collaborating with Product, Engineering, and Leadership teams to influence product strategy and customer experience.

✅ Build customer advocacy programs, including reference customers, case studies, testimonials, and long-term strategic partnerships.

What We’re Looking For:

✅ Customer Success Strategy

Define and execute customer success initiatives that improve customer retention, product adoption, and long-term customer value.

✅ Team Leadership

Recruit, mentor, and develop Customer Success Managers while establishing scalable processes and performance standards.

✅ Customer Lifecycle Management

Oversee enterprise customer onboarding, implementation coordination, adoption, executive engagement, and ongoing customer success initiatives.

✅ Renewals & Revenue Growth

Lead customer renewal planning, forecast renewal pipelines, and identify opportunities for upselling,



cross-selling, and account expansion.

✅ Executive Relationship Management

Build trusted relationships with CXOs, senior business leaders, and strategic stakeholders while leading Quarterly Business Reviews (QBRs) and executive business discussions.

✅ Customer Health & Success Metrics

Develop customer health frameworks and monitor retention, engagement, adoption, satisfaction, and renewal performance to proactively reduce customer risk.

✅ Cross-Functional Collaboration

Partner with Product, Engineering, Sales, Operations, and Leadership teams to improve customer experience and influence product roadmap decisions.

✅ Customer Advocacy

Develop customer reference programs, case studies, testimonials, and success stories that strengthen customer relationships and support business growth.

Key Success Metrics

The success of this role will be measured through:

Gross Revenue Retention (GRR)

Net Revenue Retention (NRR)

Customer Renewal Rate

Customer Churn Rate

Time-to-Value for New Customers

Product Adoption & Customer Health Score

Net Promoter Score (NPS)

Customer Satisfaction Score (CSAT)

Quarterly Business Review (QBR) Effectiveness

Customer Expansion Revenue

Customer Escalation Resolution Time

Team Performance & Employee Engagement

What are we looking for

✅ Experience

8–15 years of experience in Customer Success, Enterprise Account Management, Client Success, or B2B SaaS Customer Management.

Minimum 3–5 years of experience leading and managing Customer Success or Account Management teams.

Proven success driving customer retention, renewals, expansion revenue, and enterprise account growth.

✅ Industry Knowledge

Experience in B2B SaaS, Enterprise Software,



Logistics, Supply Chain, Transportation, Freight, or Technology industries is highly preferred.

Strong understanding of enterprise customer lifecycle management and strategic account planning.

✅ Technical & Business Skills

Expertise in Customer Success methodologies, account management, and customer lifecycle strategies.

Strong understanding of customer success metrics including GRR, NRR, NPS, CSAT, customer health scoring, and adoption metrics.

Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, or similar tools.

Strong analytical, forecasting, and business planning capabilities.

✅ Leadership Skills

Proven ability to build, mentor, and scale high-performing customer-facing teams.

Excellent executive communication and stakeholder management skills.

Strategic thinker with a strong customer-first mindset.

Comfortable operating in a fast-paced, high-growth startup environment with significant ownership.

Preferred Qualifications

✅ Experience building Customer Success functions in high-growth startups or scaling SaaS organizations.

✅ Proven track record of improving customer retention, reducing churn, and increasing expansion revenue.

✅ Experience partnering with Product and Engineering teams to influence product strategy through customer insights.

What We Offer:

✅ Opportunity to build and lead the Customer Success function in a venture-backed, high-growth logistics technology company.

✅ Competitive compensation with performance-based incentives and meaningful ESOPs.

✅ Direct collaboration with founders and executive leadership.

✅ High ownership and strategic influence on customer success, retention, and product direction.

✅ Opportunity to work with leading enterprise customers across India and global markets.

✅ Rapid career growth while building a world-class Customer Success organization.

Ready to build the team our customers will never want to leave? Apply now or reach out directly at [email protected] — let's talk.

📌 Customer Success Head (India)
🏢 LogisticsNow
📍 India