Job Title: Vice President 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.
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, we’re scaling that impact even further.
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.
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:
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 management
Customer 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.
12+ 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 cases
Should 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 needs
Strong 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.
This is not just a leadership role—it’s a company-building role. At Locus, you’ll:
Define how enterprises experience our product post-sale
Work with some of the world’s most sophisticated customers
Build a legacy of customer-centricity, one region at a time
Work closely with founders and the executive team to shape the future of a global tech brand