Senior Customer Success Manager North America

Senior Customer Success Manager — North America Job ID - 1035 Senior Customer Success Manager — North America Location: United States — Remote (preference for a major logistics hub: Chicago, Dallas, Atlanta, or the Northeast corridor) Reporting To: Co-Founder & COO / Head of Customer Success Portfolio / Target: Owns a book of enterprise accounts representing $3M–$5M+ in ARR under management ; accountable for 95%+ Gross Revenue Retention and a Net Revenue Retention target of 110%+ through expansion Account Profile: Six- figure ACV enterprise customers (Tier-1 Shippers in Food & Beverage, CPG, FMCG & Retail) live on PlanWyse and/or ExecuteWyse Travel: Up to 30–40% — onboarding kickoffs, executive business reviews, on‑site rollout support Senior Customer Success Manager — North America AI-Powered Logistics Optimization • Enterprise SaaS • Post-Sale Rollout, Adoption & Value Realization Location: United States — Remote (preference for a major logistics hub: Chicago, Dallas, Atlanta, or the Northeast corridor) Reporting To: Co-Founder & COO / Head of Customer Success Portfolio / Target: Owns a book of enterprise accounts representing $3M–$5M+ in ARR under management ; accountable for 95%+ Gross Revenue Retention and a Net Revenue Retention target of 110%+ through expansion Account Profile: Six- figure ACV enterprise customers (Tier-1 Shippers in Food & Beverage, CPG, FMCG & Retail) live on PlanWyse and/or ExecuteWyse Travel: Up to 30–40% — onboarding kickoffs, executive business reviews, on‑site rollout support About Mojro Mojro is an AI-powered logistics planning and optimization platform headquartered in Bengaluru, India, with a growing presence in North America. Our core products — PlanWyse (transportation planning & optimization) and ExecuteWyse (execution & tracking) — help enterprise shippers reduce freight costs, maximize asset utilization, and automate dispatch operations through a network of AI agents. Mojro complements existing Transportation Management Systems (TMS) rather than replacing them. The platform layers advanced route optimization, load building, dynamic planning, and AI‑assisted decision support on top of existing logistics infrastructure to unlock additional efficiencies — spanning first/mid/last-mile movement types and both private‑dedicated and third‑party carriers. Mojro serves many marquee enterprises, including Fortune 500 companies across the US, India, and Southeast Asia, and offers deep capabilities in the strategic planning space alongside premium consulting firms modeling complex logistics problems. The Role This is a senior, hands‑on Customer Success role and one of the founding CS seats in Mojro’s North American go‑to‑market. You will own a defined book of enterprise shipper accounts from the moment they sign, driving rollout, adoption, and measurable value realization on PlanWyse and ExecuteWyse. You will not be inheriting a mature CS playbook or a large team of specialists. This role suits a builder who is comfortable owning ambiguity — someone who can run a structured onboarding motion, translate optimization outputs into KPI‑anchored business value for VP‑level stakeholders, and turn satisfied customers into renewals, expansion, and references. You will carry retention and expansion outcomes; you will not be managing a team. Key Responsibilities Onboarding & Rollout Leadership Own the post‑sale rollout end‑to‑end — from contract handoff and kickoff through data integration, configuration, pilot lanes, and full production go‑live Build and drive a structured onboarding plan per account, aligning IT, planning, and operations stakeholders on scope, timeline, and success criteria Partner with implementation engineering to troubleshoot rollout blockers and keep time‑to‑value short Value Realization & ROI Tracking Define and track account‑specific KPIs — freight cost per unit, OTIF, asset utilization, planning headcount efficiency — tied to each customer’s original business case Run structured Executive Business Reviews (EBRs) that translate platform usage and optimization outcomes into a clear, quantified value narrative for VP/SVP Supply Chain and Logistics sponsors Identify adoption gaps or underused capabilities early and drive re‑engagement plans before they become renewal risk Account Health, Retention & Expansion Own Gross and Net Revenue Retention for your book of accounts; maintain a live account health view (adoption, sentiment, executive engagement, support trends) Identify and shape expansion opportunities — new lanes, new business units, ExecuteWyse attach on PlanWyse accounts — and hand qualified expansion motions to sales Lead renewal preparation and commercial conversations in partnership with sales leadership, well ahead of contract expiry Develop internal champions and executive sponsors at each account who can advocate for Mojro internally and externally Cross‑Functional Collaboration Feed structured customer feedback, usage patterns, and feature requests back to product and engineering to sharpen the roadmap Partner with sales on a clean handoff at close and with marketing on reference accounts, case studies, and testimonials Maintain disciplined CRM/CS‑platform hygiene and provide accurate account health, risk, and expansion reporting to leadership What We’re Looking For Non‑Negotiable Requirements 6–10 years of enterprise B2B SaaS Customer Success or Implementation experience, including direct ownership of onboarding/rollout for six figure ACV accounts Proven retention & expansion track record: a documented history of driving high Gross/Net Revenue Retention and expansion within an enterprise book of business Freight & transportation planning domain knowledge: VRP/route optimization, load planning, the TMS ecosystem, FTL/LTL/intermodal, and fleet operations — enough to run a value conversation with a VP Logistics without a solutions engineer in the room Executive relationship management: comfortable running EBRs and building trust with VP/SVP‑level Supply Chain and Logistics stakeholders Structured onboarding/project management skills: able to run multi‑stakeholder rollout plans with IT, operations, and planning teams to a committed go‑live date Data fluency: comfortable working with KPI dashboards and reporting (freight cost, OTIF, utilization) to build and defend a value narrative Strongly Preferred Experience with TMS platforms or logistics optimization software, especially in an augmentation or optimization positioning Familiarity with AI/ML‑powered logistics platforms, digital‑twin concepts, or autonomous planning workflows Experience in a Series A–B startup environment — comfortable with ambiguity, lean resources, and building process from scratch Active presence at CSCMP, TMSA, Manifest, Gartner Supply Chain, or FreightWaves The Person We’re Hiring A trusted advisor mentality — you build durable relationships and become the customer’s internal champion for Mojro Executive presence — you can sit across from a VP or SVP Supply Chain and command credibility on your own Outcome‑obsessed — you think in KPIs and ROI, not just tickets closed or check‑ins held Structured operator — you can run a multi‑stakeholder rollout to a committed date without a mature playbook Collaborative with product and engineering — you bring structured field feedback that sharpens Mojro’s platform roadmap Success Metrics — First 12 Months These milestones assume a standard enterprise ramp and will be calibrated with CS/sales leadership at onboarding. Milestone Milestone : 30 Days Primary Outcome : Onboarding & relationship foundation complete Supporting Activities : Platform, product, and account history onboarding done; kickoff calls held with each assigned account; success plan drafted for top accounts Milestone : 90 Days Primary Outcome : Rollout milestones on track Supporting Activities : Core accounts live on PlanWyse/ExecuteWyse per rollout plan; adoption metrics baseline established; first executive business review (EBR) scheduled or delivered Milestone : 6 Months Primary Outcome : Value realization demonstrated Supporting Activities : ROI/value story documented for 2–3 anchor accounts (freight cost, OTIF, utilization gains); at least one expansion or upsell opportunity identified per account Milestone : 12 Months Primary Outcome : Retention & expansion delivered Supporting Activities : 95%+ GRR across portfolio; 110%+ NRR via expansion; renewal cycle executed with zero surprises; reference‑ready customers identified for case studies / advocacy Why Mojro Proven enterprise product Not a prototype — 30+ enterprise deployments, validated by Fortune 500 shippers and premium consulting firms. Founding‑CSM impact Among the first dedicated Customer Success hires in North America — you help define the onboarding and value‑realization playbook other CSMs will inherit. Real US traction to build on Production‑grade platform at scale with a live US reference base of large shippers in Food industry — you inherit proven deployments, not a cold start. Direct founder & product access Direct line to the Co‑Founder/COO and engineering for escalations, roadmap input, and rollout support — not a support ticket queue. Uncrowded, high‑trust positioning AI‑powered optimization layered on top of the customer’s TMS is a differentiated wedge — a clean value story to reinforce quarter over quarter. Macro tailwind Enterprise shippers are actively investing in AI‑driven logistics optimization — demand for demonstrable ROI, and for a CSM who can prove it, is real and growing. #J-18808-Ljbffr Greythr