Customer Success Manager

Job Description

Job Title: Customer Success Manager 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. Job Overview: About the Role As a Customer Success Manager you will be responsible for acting as trusted advisors who drive value through onboarding, adoption, expansion and renewals. The role is revenue-focused, and you will own renewals, upsell, cross-sell, and expansion conversations to maximize customer lifetime value. Key Responsibilities: Customer Onboarding Adoption Ensure effective customer onboarding and drive sustained adoption over time. Develop a deep understanding of client goals and align our solutions to deliver measurable business impact. Educate clients about key product features and ensure high engagement. Account Growth (Upsell, Cross-Sell Expansion) Identify growth opportunities within existing accounts and drive upsell and cross-sell initiatives. Develop expansion strategies, including multi-country deployments, multi-division rollouts, and usage expansion. Own renewal discussions and proactively mitigate churn risks. Work closely with sales and marketing teams to drive account expansion campaigns. Relationship Management Client Engagement Develop and maintain strong relationships with key stakeholders at all levels. Conduct business reviews (MBRs/QBRs), analyze key performance indicators (KPIs), and share insights. Act as the voice of the customer, providing feedback to Product, Engineering, and Support teams. Operational Issue Resolution Collaborate with internal teams to ensure smooth service delivery and issue resolution. Track customer usage trends to identify at-risk accounts and implement proactive strategies. Qualifications: 3 - 5 years of experience in Customer Success, Account Management, or Sales in an IT, SaaS, or Enterprise Software company. Experience in sales-driven roles with a proven ability to drive upsell, cross-sell, and account expansion. Supply Chain or Logistics industry experience is a plus. Ability to build relationships with decision-makers, product champions, and end-users in both startups and large enterprises. Strong executive presence, negotiation, and stakeholder management skills. Passion for technology and a growth-focused mindset. 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.