Senior Director Customer Success

Job Title:
Senior Director Customer Success

Location:
Bangalore (On-site; full-time)

About Locus

Battle-tested in 350+ deployments across 30+ countries, Locus is an agentic Transportation Management System for all-mile, all-channel, trusted by enterprises like Unilever, Nestlé, and Siam Makro.

The platform unifies orders, capacity, and carrier networks into one living plan, aligning planning, execution, and settlement so promises become proof. AI co-pilots with guardrails surface risk early and recommend the next best move to protect SLAs and reduce empty miles.

In 2025, Locus joined the Ingka Group (IKEA Retail) family, marking a major milestone in our journey. Backed by the scale and strength of IKEA, we continue to operate independently while accelerating our mission to make global supply chains faster, smarter, and more sustainable.

Our Global Footprint

Headquartered in Bangalore, with teams across the U.S., U.K., UAE, and Southeast Asia, Locus brings together 170 + engineers, designers, and problem-solvers united by a single goal: to reinvent how the world moves goods.

Traits We Value

We look for people who are:

• Global in mindset: curious about diverse markets and ideas.
• Unrelenting in drive: energized by complex challenges.
• Intelligent in approach: analytical, creative, and thoughtful.
• Dynamic in execution: adaptive and decisive in fast-moving contexts.
• Exact in craft: detail-oriented and committed to excellence.

The Opportunity

We are seeking a Customer Success Leader to drive customer value, retention, and growth for our APAC enterprise accounts.

The ideal candidate will have a proven track record managing B2B SaaS customers in the Supply Chain, Logistics, or Transportation domain, with hands-on experience across post-sales engagement, renewals, and account strategy.

This role is a blend of strategic account management and customer advocacy, focusing on building deep relationships, driving product adoption, and ensuring measurable ROI for clients across global logistics networks.

You will be driving high retention and expansion rates, standardizing the customer journey, and managing the teams that execute onboarding, support, and account management

Key Responsibilities

• Build, mentor, and manage a geographically distributed CS team across multiple APAC markets
• Develop and execute region-specific customer success strategies that account for diverse market needs, cultural nuances, and business environments
• Establish scalable processes and playbooks that drive consistent customer outcomes across the region
• Drive seamless onboarding experiences, accelerate product adoption, and maximize customer lifetime value
• Identify expansion opportunities and collaborate with Sales to drive net revenue retention
• Champion customer advocacy programs to generate references, case studies, and testimonials specific to APAC markets
• Proactively manage renewals and mitigate churn risks through data-driven health monitoring
• Partner with Product, Sales, and Support teams to be the voice of APAC customers
• Influence product roadmap based on regional market requirements and customer feedback
• Ensure seamless handoffs and coordinated customer experiences across all touchpoints
• Leverage CRM and analytics tools (e.g., Salesforce, Gainsight, HubSpot) to maintain accurate health metrics and forecasts.

What We're Looking For

• 12+ years in Customer Success, Account Management, or Strategic Consulting with at least 5+ years leading CS teams in a senior leadership capacity
• Demonstrated success building, scaling, and managing high-performing, geographically distributed teams across multiple markets
• Proven track record of developing talent, establishing team structures, and creating scalable CS frameworks and playbooks
• Experience managing strategic enterprise accounts ($500K+ ARR) in B2B SaaS or enterprise technology companies
• Strong domain knowledge in Supply Chain Management, Logistics, or related industries (e.g., procurement, warehouse management, transportation)
• Technical fluency to understand complex product architectures, integrations, and how they solve real business problems
• Experience operating in Southeast Asia (SEA) and Additional exposure to India and/or Middle East markets is highly preferred
• with deep understanding of regional business practices, cultural nuances, and customer expectations
• Experience navigating diverse regulatory environments and adapting CS strategies for different markets
• Strong executive presence with ability to lead QBRs, steering committees, and customer advisory boards
• Experience leading diverse, multi-functional teams including Customer Success Managers, Technical Account Managers and Service HelpDesk.
• Ability to foster collaboration, break down silos, and create a culture of customer-centricity across the organization
• Strong coaching and mentorship skills with focus on developing future leaders

Why Locus

• Work with a high-impact global team building category-defining logistics tech.
• Opportunity to shape the success strategy for global logistics clients.
• Work at the intersection of technology and supply chain transformation.
• Collaborative culture with autonomy, ownership, and global exposure.