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.

📌 Customer Success Head (Mumbai)
🏢 LogisticsNow
📍 Mumbai