Director - Customer Success

Job Title: Director - Customer Success

Location: Bangalore (On-site; full-time)

About Locus : At Locus , we are redefining logistics decision-making with deep-tech solutions that drive efficiency, consistency, and transparency across industries like retail and FMCG/CPG. Founded in 2015 by Nishith Rastog i and Geet Garg , Locus has evolved from a women s safety geo-tracking app into a globally recognized logistics optimization platform .

Our technology has empowered enterprises such as Unilever and Nestl to execute over a billion deliveries across 30+ countries. Guided by our commitment to innovation and sustainable growth, we transform complex supply chains into strategic growth enablers . Join us at Locus and be part of a team shaping the future of global logistics.

As a Director - Customer Success you will be the main interface for the clients with Locus. You will work closely with the client to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our Customer s business objectives and the ability to identify and articulate how our solution supports the achievement of the Customers strategic business goals. You will be responsible for driving value at every juncture of the client s journey- from onboarding to expansion to renewal to prevention of churn.

Key Responsibilities:

• Work closely with the customer to ensure effective and efficient onboarding and drive greater usage/adoption over time

• Retain and grow customers revenue for Locus, defined by the NRR metric (Net Revenue Retention)

• Maintain a deep understanding of our solutions and content and educate clients about the most relevant features/functionality for their specific business needs

• Effective, timely, and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement

• Developing efficient and effective management plans for clients including QBRs, renewals, and up-sells

• Engage across client s organization and work cross-functionally

• Serve as the voice of the client and provide internal feedback to Product, Engineering, and other teams on how we can better serve our clients

• Support the resolution of delivery, implementation or technical issues Perform other duties as assigned

• Monitor clients usage throughout their lifecycle to not only identify and prioritize at-risk accounts but also ways to mitigate churn

Qualifications:

• 7- 10 years of working in high-growth organizations, with Team leading experience. Enterprise experience in B2B Management Consulting, Customer Success, Account Management, Selling, Business Development, or another client-facing role

• Education Qualification: Bachelor s degree required

• Supply Chain or Logistics background is a must and some exposure to tech

• Experience working with decision-makers, product champions, and end users at both growing startups and large enterprises

• Experience into Team handling as will be responsible to handle 5-6 CSMs and also accountable for revenue for the regions.

• Build a rapport with all key stakeholders across multiple business verticals within an account.

• Experience in Selling- Background of having closed upsells/cross-sells; driven revenue expansions

• Experience in working with complex, multi-divisional, multi-geographical customers

• Strong leadership skills and impressive executive presence

• Ability to create structure in ambiguous situations and design effective processes

• Passion for technology and for being a part of a fast-growing SaaS company

• Ability to multitask and experience working with cross-functional teams (e.g. Sales, Products, Marketing, Services)

• Ability to understand the problem statement in detail and drive value-based selling which will be a key KPI for the role.

• Consistent performer who handles stressful situations and deadline pressures well

• Empathy with a knack for understanding what a customer really needs and why they need it

• Bachelors degree required

What We Offer

Join Locus and become part of a visionary team that is redefining logistics through innovation and smart distribution. We provide competitive compensation, comprehensive benefits, and a collaborative environment where your expertise will drive both your growth and that of the organization.

Locus is an equal opportunity employer dedicated to creating a diverse and inclusive workplace.