Customer Success Manager

Customer Success Manager

Mumbai | Full-time | In-office |

We're Building the Brain of Global Logistics

LogisticsNow is a fast-scaling logistics technology and supply chain SaaS startup, trusted by thousands of logistics partners across tens of thousands of routes in 10+ countries. Backed by Shell and Flipkart-Walmart, we're transforming how enterprises make freight, transportation, and supply chain decisions with AI-driven logistics intelligence.

Winning an enterprise logo is the start. Keeping it, growing it, and turning it into a reference that's the compounding engine of a SaaS business.

As Manager of Customer Success, you'll own that engine: the strategy, the metrics, and the team that delivers it.

This is a role with full ownership of the post-sale customer journey onboarding, adoption, retention, renewals, and expansion — across enterprise accounts in India and global markets. You'll build and lead the customer success team, and sit at the table shaping company strategy.

What You'll Own -

• The end-to-end post-sale customer journey — onboarding, implementation coordination, adoption, value realization, renewals, and expansion for enterprise accounts
• Building and leading the Customer Success team — hiring, coaching, and developing CSMs and support talent; defining roles, account coverage models, and career paths as we scale
• Customer success strategy and playbooks — customer segmentation, health scoring, QBR frameworks, escalation processes, and success plans tailored to enterprise supply chain and logistics customers
• Renewals and expansion revenue — partnering with sales on upsell and cross-sell motions, and owning the renewal pipeline end to end
• Voice of the customer at the leadership table — channeling customer insight into the product roadmap, working directly with the founder, product, and engineering
• Customer advocacy — building a bench of referenceable customers, case studies, and champions that fuel new business

Key Result Areas (KRAs) -

• Retention & churn: Gross Revenue Retention (GRR) and logo retention — minimize churn and contraction across the enterprise book
• Net Revenue Retention (NRR): drive expansion through upsell, cross-sell, and increased platform adoption within existing accounts
• On-time renewals: renewal rate and forecast accuracy — no surprises, no last-minute saves
• Onboarding & time-to-value: reduce time from contract signature to first measurable business value for each new enterprise account
• Product adoption & engagement: active usage, feature adoption depth, and account health scores across the customer base
• Customer satisfaction & loyalty: NPS, CSAT, and executive relationship coverage across key accounts
• Escalation management: resolution time and root-cause closure for critical customer issues
• Advocacy pipeline: referenceable accounts, case studies, and testimonials generated per quarter
• Team performance: CSM productivity, team engagement and retention, and coverage quality as the function scales

What You Bring -

• 6–12 years of experience in customer success, account management, or client servicing for B2B SaaS or enterprise software, with at least 3–5 years in team management
• Proven team leadership — you've hired, coached, and scaled customer success or account management teams, and can show the retention numbers to prove it
• A track record of owning renewals, driving expansion revenue, and improving NRR/GRR across an enterprise customer portfolio
• Executive presence with CXO, VP, and senior stakeholders — comfortable leading QBRs, steering committees, and tough renewal conversations
• Strong command of customer success metrics, health scoring, CRM and CS platforms, and data-driven account management
• Experience in supply chain, logistics, freight, transportation, or SCM software is a strong plus
• Background in early-stage startups or high-growth SaaS environments preferred
• A builder's mindset — high ownership, process thinking, empathy for customers, and low ego

Why This Role, Why Now -

• Build the function, not inherit it — define what world-class customer success looks like here, from team design to playbooks to metrics

• Marquee enterprise relationships — deepened through our founders, investors, and industry network
• Real influence on product — your team's customer insight will directly shape the roadmap

You Should Apply If -

• You believe retention is the truest measure of product-market fit — and you've built teams that prove it
• You want to own the entire post-sale journey — strategy, team, and outcomes
• You can move between boardroom QBRs and hands-on account firefighting without missing a beat
• You're tired of the noise — and want to build something that matters