Customer Success Manager - NA region

Job Title: Customer Success Manager - NA region
Location: North America (only US based candidates)

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.
 
About the Role

As a Customer Success Manager for North America, you will serve as a trusted partner to our enterprise clients—driving long-term value through onboarding, product adoption, strategic growth, and renewals. This is a high-impact, revenue-focused role where you will lead post-sales engagement, manage executive relationships, and unlock account growth opportunities across your portfolio.

Key Responsibilities

Customer Onboarding & Adoption

• Lead seamless onboarding experiences tailored to enterprise workflows and regional nuances
  
  

• Understand each client’s business goals and align our platform to deliver measurable outcomes
  
  

• Drive early engagement and product adoption through ongoing enablement and support
  
  

Account Growth (Renewals, Upsell, Expansion)

• Own renewals and lead commercial discussions with Procurement and Business stakeholders
  
  

• Identify and close upsell, cross-sell, and expansion opportunities across divisions or regions
  
  

• Collaborate with Sales and Marketing to execute strategic growth plans for key accounts
  
  

Stakeholder Engagement & Relationship Management

• Build and nurture strong relationships across senior leadership, operational teams, and end users
  
  

• Conduct Executive Business Reviews (QBRs/MBRs) and share actionable insights based on usage data and performance metrics
  
  

• Act as the customer advocate internally, influencing Product, Engineering, and Support roadmaps
  
  

Operational Excellence & Risk Management

• Monitor customer health scores, usage trends, and feedback loops to proactively identify risk
  
  

• Coordinate with internal teams to resolve issues swiftly and ensure consistent service quality
  
  

• Maintain clear documentation of customer goals, engagement history, and success plans
  
  

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or Enterprise SaaS Sales
  
  

• Strong background in driving renewals and expansion within complex, multi-stakeholder environments
  
  

• Experience working with enterprise customers in North America is strongly preferred

• Exposure to supply chain or logistics SaaS platforms is a plus
  
  

• Proven ability to influence cross-functional teams and manage senior client relationships