Job Title: Customer Success ManagerLocation: 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 Rastogi 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 Nestlé 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.Job Overview:About the RoleCustomer Success Managers are 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 client’s business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. You will be responsible to drive value at every juncture of the client's journey- from on-boarding and adoption to expansion, renewal and churn prevention.Key Responsibilities:
Work closely with the client to ensure effective and efficient on boarding and drive sustained adoption over time
Maintain a deep understanding of our solutions and content and effectively educate clients about the most relevant features/functionality for their specific business needs
Deliver effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators with active positive engagement
Develop and execute efficient and effective management plans for clients such as QBRs, renewals and potential up-sells
Engage across client’s organisation and work collaboratively with cross functional teams
Act as the voice of client and provide internal feedback to Product, Engineering and other teams to enhance client services
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 prioritise at-risk accounts, but also proposing strategies to mitigate churn
Qualifications:
3 - 5 years of enterprise experience in client facing roles such as Customer Success, Account Management or Business Development.
Supply Chain or Logistics background is essential with some exposure to technology
Experience working with decision-makers, product champions, and end users at both growing start-ups and large enterprises
Experience in working with complex, multi-divisional, multi-geographical clients
Strong leadership skills and impressive executive presence
Ability to create structure in ambiguous situations and design effective processes
