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 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.
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 customer's 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 client's 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