Mojro
Website:
mojro.com
Job details:
Location:
Bangalore
Employment Type:
Full-Time
Experience:
47 Years
Competency Level:
Independent Customer Success Execution
Reports To:
Customer Success Manager / Senior Customer Success Manager
About Mojro
Mojro is an AI-powered logistics optimization and visibility SaaS platform helping leading enterprises acrossFMCG, Dairy, Paints, Retail, CEP and Manufacturing optimize transportation planning and execution.
As our Customer Success organization scales, we are looking for professionals who don't just manage accounts but proactively drive customer outcomes, adoption and long-term value realization.
The Role
This is the next step in your Customer Success journey.
As a Senior Customer Success Associate, you lead execution across a portfolio of enterprise and strategic customer accounts, spanning domestic enterprises and international customers.
You work closely with the Senior Customer Success Manager to ensure customers achieve measurable business outcomes while driving adoption, governance, stakeholder engagement and operational excellence.
Unlike a CSA, who supports execution across the portfolio, you lead execution for your accounts and act as the primary day-to-day Customer Success contact for operational stakeholders. You demonstrate proactive ownership by identifying blockers, coordinating cross-functional teams and driving action plans to closure with minimal supervision.
Key Responsibilities
Account Execution Ownership
Drive the operational success of assigned customer accounts while partnering with the Senior CSM on strategic account planning and commercial outcomes
Build strong working relationships with customer stakeholders across Operations, Logistics and Supply Chain teams
Drive customer adoption through regular governance meetings and business reviews
Maintain account success plans and ensure agreed milestones are achieved
Coordinate cross-functional teams including Product, Engineering, Support and Implementation
Customer Adoption & Value Realization
Monitor customer health using adoption metrics, platform utilization and business KPIs
Identify adoption gaps and recommend corrective action plans
Drive feature adoption and encourage customers to leverage additional platform capabilities
Conduct customer enablement sessions and refresher trainings
Customer Governance
Run Weekly Business Reviews (WBRs) and Monthly Operational Reviews for assigned accounts
Prepare QBR inputs including usage analytics, ROI metrics and business outcomes
Maintain stakeholder maps and engagement plans
Drive customer governance by ensuring agreed actions from WBRs, QBRs and steering committee meetings are completed by both internal teams and customer stakeholders
Customer Advocacy
Understand customer business processes and operational challenges
Capture product enhancement requests and business feedback
Work closely with Product teams to prioritize customer needs
Represent customer priorities internally
Risk Management
Identify customer health risks before they become escalations
Build mitigation plans for adoption, operational or relationship risks
Coordinate internal stakeholders during critical customer issues
Maintain risk registers and action trackers
Commercial Support
Identify opportunities for expansion and additional use cases
Support renewal planning through adoption reporting and value realization
Participate in renewal and expansion planning with the Senior CSM, and partner on commercial discussions and account planning
Operational Excellence
Ensure CRM hygiene and accurate customer documentation
Maintain governance trackers and customer documentation
Mentor CSAs on execution best practices
Contribute to playbooks, SOPs and internal knowledge management
Qualifications
Education
Bachelor's degree in Engineering, Business, Supply Chain, Information Technology or a related discipline
Experience
47 years in Customer Success, Account Management, Implementation or SaaS Consulting
Experience managing enterprise or mid-market B2B SaaS customers
Exposure to Supply Chain, Logistics, Dairy or FMCG is preferred
Experience working with cross-functional product and engineering teams
Experience supporting customers in international markets particularly the US or MENA region and comfort working across time zones is a strong added advantage
Skills
Customer Success:
customer lifecycle management, adoption, health monitoring, executive communication, stakeholder management, business reviews, risk management
Analytical:
strong analytical thinking, KPI tracking, business reporting, CRM management, Excel/Google Sheets, presentation skills
Behavioural:
high ownership, strong follow-through, problem solving, structured thinking, customer-first mindset, and the persistence to influence stakeholders and drive commitments to completion
Languages:
business English is essential. Additional proficiency in Hindi is advantageous when working with operations teams across India
Success in the First 12 Months
Independently run day-to-day success for a portfolio of enterprise customers
Improve customer adoption and engagement across assigned accounts
Run governance meetings with minimal supervision
Identify expansion opportunities through customer value realization
Mentor junior CSAs
Demonstrate readiness to transition into a Customer Success Manager role
Growth Path
This role sits on Mojro's Customer Success ladder
CSA
Senior CSA
Customer Success Manager Senior Customer Success Manager and is designed as a direct stepping stone to a CSM seat. Progression is based on demonstrated ownership rather than time served.
Learn more at mojro.com
Click on Apply to know more.
