[Hiring] Customer Success Manager @Locus.sh

Role Description

To own, retain, and grow a portfolio of North American enterprise accounts — ensuring every client realizes measurable ROI from Locus, every QBR is data-backed, and every renewal is a commitment, not a hope.

THE 2026 CONTEXT: WHAT THIS ROLE IS WALKING INTO

Locus spent 2025 doing something rare: honest self-assessment. The causes of missed retention targets were identified and are being addressed; governance discipline had slipped, early warning signals went unread, forecasts became wish lists rather than commitments, and there was no standard playbook for value delivery. 2026 changes that. The DisCO platform is live (Indonesia deployment validated). Databricks dashboards are being rolled out to give CSMs real-time health scores, predictive churn alerts well ahead of renewal, and automated ROI reports. A new standardized price book and OKR framework are in place. Giant Tiger Locus's first all-mile NA enterprise win is the proof point. The NA CSM now has the tools; what's needed is someone who will Own It.

Key Responsibilities

• Account Ownership & Revenue Retention
  • Own a portfolio of enterprise NA accounts; take full accountability for retention and growth outcomes.
  • Drive full renewal lifecycle — from health scoring through commercial negotiation to close. No renewals slip.
  • Build multi-threaded relationships across Operations, IT, Supply Chain, and C-suite at each account.
  • Deliver monthly/quarterly executive business reviews (EBRs/QBRs) using Databricks ROI dashboards — data first, opinions second.
• Expansion & Growth
  • Identify and act on expansion signals: new geographies, new business units, new use cases.
  • Partner with Sales to co-own upsell and cross-sell plays, particularly FMCG, retail, and 3PL verticals.
  • Build reference accounts that unlock vertical expansion — Giant Tiger → Canadian retail; IKEA → multi-country DisCO.
  • Ask in every client conversation: Can this grow further? Can this client become a reference?
• Proactive Health Management
  • Monitor Databricks health dashboards daily; flag at-risk accounts 60–90 days before renewal — no last-minute surprises.
  • Own and execute account plans for every client; QBR cadence is non-negotiable (no 'okay' with skipped QBRs).
  • Lead fix-in-CAP coordination with TAMs; accelerate go-live timelines and stabilization — shorter time to BAU value.
  • Own early escalation of at-risk accounts to leadership; bad news early is good news.
• Voice of Customer & Product Advocacy
  • Consolidate and communicate product feedback from NA accounts to Product and Engineering; advocate for client priorities.
  • Represent Locus in client-facing security reviews, RFPs, and enterprise procurement processes.
  • Contribute to the NA CS playbook — standardize what works so the team can scale it.

Qualifications

• 5–10 years in Customer Success, Account Management, or Consulting in B2B SaaS; at least 3 years in logistics, supply chain, or transportation tech.
• Proven track record of owning retention and growth targets for enterprise accounts; history of consistent delivery against goals.
• Experience with a logistics SaaS platform — last-mile delivery, route optimization, TMS, WMS, or supply chain visibility (project44, FarEye, Blue Yonder, Manhattan Associates, DispatchTrack, or similar) strongly preferred.
• Demonstrated QBR delivery to VP/C-suite; comfortable presenting ROI data and business outcomes to senior client stakeholders.
• Experience supporting or co-owning commercial renewals and upsell; comfortable in commercial conversations.

Requirements

• Data-led: comfortable pulling insights from dashboards (Databricks, Salesforce, Gainsight, or similar); uses data to drive every client interaction.
• Playbook executor: follows process, documents learnings, raises the standard of the team around them.
• Commercially fluent: understands retention economics, expansion revenue, and churn dynamics; can spot and build an upsell case.
• Enterprise empathy: understands the complexity of FMCG, retail, or 3PL operations; speaks the language of a logistics VP.
• Own It mindset: flags risk early, escalates decisively, takes personal accountability for outcomes — not just activities.
• Strong written and verbal English; bilingual (French/Spanish) is a plus for NA market coverage.

Dealbreakers

• No experience with enterprise B2B SaaS accounts (mid-market or SMB only).
• Logistics / supply chain domain is entirely absent from career history.
• History of reactive account management — waiting for clients to raise issues rather than leading proactively.

Benefits

• 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.