Location

Bangalore

Employment Type: Full time

Experience: 47 Years

Competency Level: Independent Customer Success Execution

Reports To: Customer Success Manager / Senior Customer Success Manager

About Mojro Mojro is an AI-powered logistics optimization and visibility SaaS platform helping leading enterprises acrossFMCG, Dairy, Paints, Retail, CEP and Manufacturing optimize transportation planning and execution.

As our Customer Success organization scales, we are looking for professionals who don't just manage accounts but proactively drive customer outcomes, adoption and long-term value realization.

The Role

This is the next step in your Customer Success journey.

As a Senior Customer Success Associate, you lead execution across a portfolio of enterprise and strategic customer accounts, spanning domestic enterprises and international customers.

You work closely with the Senior Customer Success Manager to ensure customers achieve measurable business outcomes while driving adoption, governance, stakeholder engagement and operational excellence.

Unlike a CSA, who supports execution across the portfolio, you lead execution for your accounts and act as the primary day-to-day Customer Success contact for operational stakeholders. You demonstrate proactive ownership by identifying blockers, coordinating cross-functional teams and driving action plans to closure with minimal supervision.

Key Responsibilities

Account Execution Ownership

Drive the operational success of assigned customer accounts while partnering with the Senior CSM on strategic account planning and commercial outcomes

Build strong working relationships with customer stakeholders across Operations, Logistics and Supply Chain teams

Drive customer adoption through regular governance meetings and business reviews

Maintain account success plans and ensure agreed milestones are achieved

Coordinate cross-functional teams including Product, Engineering, Support and Implementation

Customer Adoption & Value Realization

Monitor customer health using adoption metrics,



platform utilization and business KPIs

Identify adoption gaps and recommend corrective action plans

Drive feature adoption and encourage customers to leverage additional platform capabilities

Conduct customer enablement sessions and refresher trainings

Customer Governance

Run Weekly Business Reviews (WBRs) and Monthly Operational Reviews for assigned accounts

Prepare QBR inputs including usage analytics, ROI metrics and business outcomes

Maintain stakeholder maps and engagement plans

Drive customer governance by ensuring agreed actions from WBRs, QBRs and steering committee meetings are completed by both internal teams and customer stakeholders

Customer Advocacy

Understand customer business processes and operational challenges

Capture product enhancement requests and business feedback

Work closely with Product teams to prioritize customer needs

Represent customer priorities internally

Risk Management

Identify customer health risks before they become escalations

Build mitigation plans for adoption, operational or relationship risks

Coordinate internal stakeholders during critical customer issues

Maintain risk registers and action trackers

Commercial Support

Identify opportunities for expansion and additional use cases

Support renewal planning through adoption reporting and value realization

Participate in renewal and expansion planning with the Senior CSM, and partner on commercial discussions and account planning

Operational Excellence

Ensure CRM hygiene and accurate customer documentation

Maintain governance trackers and customer documentation

Mentor CSAs on execution best practices





Contribute to playbooks, SOPs and internal knowledge management

Qualifications Education

Bachelor's degree in Engineering, Business, Supply Chain, Information Technology or a related discipline

Experience 47 years in Customer Success, Account Management, Implementation or SaaS Consulting

Experience managing enterprise or mid-market B2B SaaS customers

Exposure to Supply Chain, Logistics, Dairy or FMCG is preferred

Experience working with cross-functional product and engineering teams

Experience supporting customers in international markets particularly the US or MENA region and comfort working across time zones is a strong added advantage

Skills Customer Success

customer lifecycle management, adoption, health monitoring, executive communication, stakeholder management, business reviews, risk management

Analytical: strong analytical thinking, KPI tracking, business reporting, CRM management, Excel/Google Sheets, presentation skills

Behavioural: high ownership, strong follow-through, problem solving, structured thinking, customer-first mindset, and the persistence to influence stakeholders and drive commitments to completion

Languages: business English is essential. Additional proficiency in Hindi is advantageous when working with operations teams across India

Success in the First 12 Months

Independently run day-to-day success for a portfolio of enterprise customers

Improve customer adoption and engagement across assigned accounts

Run governance meetings with minimal supervision

Identify expansion opportunities through customer value realization

Mentor junior CSAs

Demonstrate readiness to transition into a Customer Success Manager role

Growth Path

This role sits on Mojro's Customer Success ladder

CSA

Senior CSA

Customer Success Manager Senior Customer Success Manager and is designed as a direct stepping stone to a CSM seat. Progression is based on demonstrated ownership rather than time served.

Learn more at mojro.com

📌 Senior Customer Success Associate (Sr CSA) (Bengaluru)
🏢 Mojro
📍 Bengaluru