Position: Head of Customer Success

Experience Required: 8-10 years

Location: Naraina Vihar, Delhi-110028

Roadcast is a leading logistics technology company that enables enterprises to automate, optimize, and scale their mobility and supply-chain operations. Our AI-powered mobility management suite helps businesses improve efficiency, enhance visibility, and manage complex operations across geographies.

Roadcast is seeking an experienced Head of Customer Success to lead the customer success and servicing function. This role demands strong leadership, process creation, CRM expertise, customer lifecycle management, and a deep understanding of enterprise client ecosystems. The ideal candidate will focus on building a strong servicing engine, improving team productivity, and expanding growth within existing accounts.

• Customer Success Strategy & Leadership
• Develop and execute Roadcast’s customer success strategy aligned with organizational goals.
• Lead, mentor, and scale the customer success and servicing teams.
• Establish customer lifecycle frameworks, performance metrics, and scalable processes.
• Operational Excellence & Process Setup
• Set up and optimize end-to-end processes for the servicing team, including SLA structures, ticket flows, account management workflows, and resolution mechanisms.
• Implement and manage CRM processes to ensure accurate tracking, reporting, and customer health monitoring.
• Drive initiatives to increase team productivity, streamline workloads, and improve overall operational efficiency.
• Customer Relationship Management
• Act as a trusted advisor to key enterprise clients, understanding their operational and business goals.
• Oversee onboarding, product adoption, and training to ensure maximum utilization of Roadcast’s solutions.
• Conduct periodic business reviews with strategic accounts.
• Retention, Renewals & Account Growth
• Own customer retention, renewal cycles, and customer health metrics.
• Identify and execute upsell, cross-sell, and expansion opportunities within existing accounts.
• Develop growth plans for high-potential accounts to increase wallet share and deepen engagement.
• Cross-Functional Collaboration
• Work closely with product, tech, operations, and support teams to resolve customer issues and deliver seamless service.
• Share customer insights and data-backed feedback to influence product improvements.
• Ensure alignment between customer expectations and internal service delivery.

• 8–10 years of experience in Customer Success, Client Services, Account Management, or Operations in a SaaS or logistics tech environment.
• At least 3 years in a leadership role managing customer-facing teams.
• Proven expertise in setting up processes, managing CRM systems, and improving team productivity.
• Strong communication, stakeholder management, and strategic decision-making skills.
• Demonstrated experience in handling enterprise accounts and driving account growth.
• Ability to analyze customer metrics, identify trends, and take data-driven actions.

• Opportunity to build and scale the customer success function for a leading logistics tech company.
• Work directly with top enterprise clients across sectors.
• High ownership role with influence over operational and strategic decisions.
• A fast-paced, collaborative environment focused on innovation.