Customer Success Leader

Job Description

Job Title: Customer Success Leader (North America)

Location: NA (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, Nestl, 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 Journey and Impact

Since 2015, Locus has been on a mission to make logistics decision-making intelligent, sustainable, and real-world ready. Our platform has powered billions of deliveries across 30 countries for global enterprises, driving measurable impact in cost savings, carbon reduction, and SLA performance. With the strength of the IKEA ecosystem behind us, were scaling that impact even further.

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.

About the Role

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

Key Responsibilities

• Serve as the primary point of contact for enterprise customers across the US, ensuring seamless onboarding, adoption, and long-term success.
• Revenue & Growth goals for NA region: Develop and execute account success plans to achieve retention and expansion goals.
• Collaborate cross-functionally with Product, Engineering, and Sales teams to translate customer insights into actionable solutions.
• Drive value realization through data-driven business reviews, KPI tracking, and continuous engagement.
• Proactively identify renewal and upsell opportunities, ensuring commercial growth within assigned accounts.
• Support implementation teams in coordinating go-live readiness and stakeholder alignment (deep implementation experience not required).
• Represent the customer voice internally, influencing roadmap priorities and service improvements.
• Leverage CRM and analytics tools (e.g., Salesforce, Gainsight, HubSpot) to maintain accurate health metrics and forecasts.

Skills Required

• 7-10 years of experience in Customer Success, Account Management, or Client Partner roles within B2B SaaS companies.
• Domain background in Supply Chain / Logistics / Transportation SaaSexperience is highly desirable.
• Strong relationship management and problem-solving skills, with the ability to work with executive stakeholders.
• Demonstrated success in renewals and expansion ownership, with consistent customer retention results.
• Excellent communication and presentation skills; ability to simplify complex topics for senior clients.
• Experience managing US enterprise accounts, ideally in a distributed team environment.
• Bachelors degree in Business, Supply Chain, Engineering, or related field (MBA preferred).

Why Join Us

• 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.

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