VP Customer Success

Bangalore, Karnataka
Permanent
Full-time

28 days ago

Job Title: Vice President Customer SuccessLocation: Bangalore (On-site;full-time)About : 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.About the role:As the VP/Head of Global Customer Success, you will be the strategic leader acting as part strategic advisor, part technical problem-solver, and part sales diplomat - all around delivering customer value.You will ensure our customers experience maximum value from Locus while championing their voice internally This role spans the customer lifecycle including on-boarding, support, services, adoption, retention, advocacy.You will be driving high retention and expansion rates, standardizing the customer journey, and managing the teams that execute onboarding, support, and account managementKey ResponsibilitiesCustomer Strategy & Leadership:
Define and execute the customer success vision, ensuring alignment with business goals. Own end-to-end customer lifecycle including onboarding, adoption, renewal, and expansion.Executive Relationship Building:
Act as a trusted advisor to enterprise customers. Build deep relationships with CXOs to influence strategy alignment and long-term engagement.Value Delivery & ROI Realization:
Drive measurable outcomes for customers through platform adoption, best practices, and continuous optimization.Retention & Growth:
Ensure high retention and NRR by identifying expansion opportunities, co-creating success plans, and proactively managing risks.Cross-Functional Influence:
Collaborate with Sales, Product, and Operations to drive product adoption, feedback loops, and seamless delivery.Team Leadership:
Lead and scale a high-performing global CS team. Build a culture of customer obsession, performance, and accountability.What We're Looking For12+ years in Customer Success, Account Management, or Consulting with 5+ years in a senior leadership role.Proven success managing large enterprise accounts in B2B SaaS or enterprise tech.Familiarity with the Supply chain industry and a strong technical understanding of product features and use casesShould have excellent people leadership and cross-functional collaboration skills. Will be managing diverse teams (CSMs, technical staff, project managers) and need to foster teamwork among them.Also serve as the customer's voice internally, so they must coordinate with Product, Engineering, and Sales leaders - advocating for customer needsStrong business acumen with ability to link product value to customer KPIs.Track record of building and scaling CS teams and processes.Global exposure mainly in NA is a must.Why LocusWork with a high-impact global team building category-defining logistics tech.Coach leaders to take initiative, run independently, and lead global customer portfolios.Why Join UsThis is not just a leadership role-it's a company-building role. At Locus, you'll:Define how enterprises experience our product post-saleWork with some of the world's most sophisticated customersBuild a legacy of customer-centricity, one region at a timeWork closely with founders and the executive team to shape the future of a global tech brand

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