Head of Customer Success

Job Description: Head Customer Success

Location: Jaipur

Job Type: Full-Time

Company: Axestrack Software Solutions Pvt. Ltd.

About Axestrack

Axestrack is Indias leading Digital Logistics Solutions provider for Heavy Commercial Vehicles and the only Indian company featured in Gartners Market Guide for Fleet Management. With a strong footprint in India, Axestrack is rapidly expanding across Africa, the Middle East, and the US, delivering scalable, SaaS-based logistics solutions.

Role Overview

The Head Customer Success will own the end-to-end customer lifecycle across onboarding, adoption, retention, and expansion. This role is responsible for building and scaling a high-performing Customer Success organization that delivers measurable customer value, strong renewals, and sustained revenue growth.

You will work closely with Sales, Product, Engineering, and Support teams and act as the senior escalation owner for strategic and enterprise customers.

Key Responsibilities

Customer Success Strategy & Ownership

• Define and execute the Customer Success strategy aligned with company growth and revenue objectives.
• Own customer health, churn reduction, Net Revenue Retention (NRR), and expansion outcomes.
• Establish scalable Customer Success playbooks, processes, and governance models.

Leadership & Team Building

• Build, lead, and mentor a high-performing team of Customer Success Managers and Account Managers.
• Set clear goals, KPIs, and performance expectations for the team.
• Drive a culture of ownership, accountability, and customer-first execution.

Client Value & Executive Engagement

• Own relationships with key and strategic enterprise customers.
• Lead Executive Business Reviews (EBRs) and act as the final escalation point.
• Ensure customers derive measurable and sustained business value from Axestrack solutions.

Revenue Growth & Expansion

• Partner with Sales to drive renewals, upsell, and cross-sell opportunities.
• Enable the team to identify and close expansion opportunities within existing accounts.
• Balance customer satisfaction with commercial outcomes.

Cross-Functional Collaboration & Governance

• Act as the voice of the customer across Product, Engineering, Sales, and Support.
• Provide structured customer feedback to influence product roadmap decisions.
• Track and report key metrics including churn, NPS, adoption, renewals, and expansion to senior leadership.

Requirements

• 15-18 years of experience in Customer Success, Account Management, or Client Services
• Proven experience building and scaling Customer Success teams
• Strong understanding of SaaS business models, ARR, renewals, and expansion
• Excellent executive communication and stakeholder management skills
• Experience in SaaS, logistics, fleet management, or enterprise software preferred
• Willingness to travel as per customer and business needs

Why Join Axestrack

• Leadership role in a market-leading SaaS organization
• Opportunity to build and scale Customer Success as a core function
• Exposure to global enterprise customers and growth markets
• Competitive compensation and long-term growth opportunities