Program Manager- Customer Success

Job Title: Program Manager

Location: Bangalore (On-site; full-time)

About Locus: At Locus, we are redefining logistics decision-making with deep-tech solutions that drive efficiency, consistency, and transparency across industries like retail and FMCG/CPG. Founded in 2015 by Nishith Rastogi and Geet Garg, Locus has evolved from a women’s safety geo-tracking app into a globally recognized logistics optimization platform.

Our technology has empowered enterprises such as Unilever and Nestlé to execute over a billion deliveries across 30+ countries. Guided by our commitment to innovation and sustainable growth, we transform complex supply chains into strategic growth enablers. Join us at Locus and be part of a team shaping the future of global logistics.

Job Overview:

About The Role

As a Program Manager, in the Customer Success (CS) team, you will be responsible for driving cross-functional initiatives that enhance customer experience, retention, and success at scale. You will collaborate closely with CS leadership, product, operations, and other teams to design and implement programs that improve onboarding, engagement, and support processes. This role requires a strong blend of strategic thinking, project management, and data-driven decision-making to ensure programs are delivered efficiently and aligned with business goals. You'll play a key role in identifying gaps, optimizing workflows, and ensuring our customers achieve maximum value from our solutions.

Key Responsibilities:

• Project Management:
  
  
  

Manage the end-to-end onboarding process for multiple enterprise clients simultaneously. Develop and maintain comprehensive project plans, timelines, and milestones. Track project progress, ensuring on-time and high-quality delivery. Track capacity utilization of key teams in onboarding and implementation and ensure Resources planning and allocation is done efficiently. CRM Adoption and Enhancement for better Governance

• Stakeholder Coordination:
  
  
  

Collaborate with cross-functional teams (Product, Engineering, Support, Customer Success) to align on project goals and deliverables.

Conduct & run weekly/ fortnightly governance with relevant cross functional teams to deliver efficiency. Conduct regular check-ins with clients to manage expectations and gather feedback.

• Issue Resolution:
  
  
  

Proactively identify potential risks and project blockers. Facilitate resolution by coordinating with relevant teams and stakeholders. Implement strategies to mitigate future risks and improve onboarding processes.

• Reporting & Escalation:
  
  
  

Monitor key project and adoption metrics and deliverables during the onboarding and implementation phases. Prepare and present regular status updates and reports for leadership. Escalate critical issues to leadership promptly, providing detailed context and recommendations for resolution.

• Process Optimization:
  
  
  

Evaluate current onboarding workflows and identify opportunities for improvement. Develop best practices and standardized procedures to enhance efficiency and scalability. Stay updated on industry trends and adapt strategies accordingly.

• Customer Success Enablement:
  
  
  

Collaborate with Customer Success to define success metrics and track customer satisfaction post-implementation. Measure product adoption using data and identify trends and themes requiring intervention. Business Analytics tools like Power BI, MetaBase, Redash etc

Qualifications:

• MBA
  
  
  

What We Offer

Join Locus and become part of a visionary team that is redefining logistics through innovation and smart distribution. We provide competitive compensation, comprehensive benefits, and a collaborative environment where your expertise will drive both your growth and that of the organization.

Locus is an equal opportunity employer dedicated to creating a diverse and inclusive workplace.