Customer Success Manager - NA

Locus.sh

40d•Remote

About The Position

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

Requirements

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 optimisation, 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.
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.

Nice To Haves

Experience with a logistics SaaS platform — last-mile delivery, route optimisation, TMS, WMS, or supply chain visibility (project44, FarEye, Blue Yonder, Manhattan Associates, DispatchTrack, or similar) strongly preferred.
Strong written and verbal English; bilingual (French/Spanish) is a plus for NA market coverage.

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 stabilisation — 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 — standardise what works so the team can scale it.