The Role
Own the complete post-sales customer lifecycle, including onboarding, delivery, value realization, retention, and expansion. Lead Customer Success Managers and delivery teams while ensuring SLA adherence, quality, throughput, and timely resolution of escalations. Build scalable SOPs, workflows, QA processes, and performance metrics from scratch. Manage enterprise relationships, drive upsell and cross-sell revenue, leverage AI to improve operations, and collaborate with Sales, Product, Engineering, and Delivery teams.
Summary Generated by Built In
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About the Role
What You’ll Own
You’ll Thrive If You…
💡 Why Join Us?
We’re building ShopOS — AI agents powering the entire ecommerce stack. Already past PMF, we’re scaling fast and shaping the future of how online brands are built with AI. Co-founded by seasoned builders with multiple successful exits to companies like Flipkart & Polygon Labs, and backed by Binny Bansal, this isn’t just another startup — it’s a front-row seat to the next big shift in ecommerce.
Watch: What is ShopOS (from the founders’ lens - Click here)
We’re looking for a Customer Success Lead to own the entire post-sales lifecycle and client delivery engine at ShopOS.
This is not a traditional CSM role.
You will operate at the intersection of customers, delivery, and AI-led operations.
You will:
- Manage a team of Customer Success Managers (CSMs)
- Own end-to-end client delivery (SLA, quality, throughput)
- Drive upsell and expansion across accounts
- Build processes, SOPs, and systems from scratch
- Act as the bridge between customers, delivery teams, and product
At ShopOS, CSMs don’t just manage relationships — they run high-output delivery pods powered by AI + humans.
- Own end-to-end customer lifecycle: onboarding → delivery → value realization → expansion
- Drive revenue expansion across accounts through upsell, cross-sell, and new use cases
- Build strong relationships with enterprise clients, including regular check-ins and field visits
- Own client delivery end-to-end — ensure SLA adherence, quality, and throughput across all accounts
- Ensure zero backlog accumulation and predictable delivery output
- Track and optimize key metrics: throughput, SLA adherence, input vs output, QA rejections
- Manage and scale a team of Customer Success Managers (CSMs)
- Through CSMs, manage delivery teams (PS, QA, operators)
- Drive team performance, accountability, and high morale
- Build and implement SOPs and structured workflows across delivery and customer success
- Transition operations from ad-hoc to process-driven systems
- Leverage AI to improve efficiency and scale output, optimizing human + AI workflows
- Own customer experience and escalations — act as final POC and ensure fast resolution
- Ensure fast resolution and zero surprise escalations
- Act as the voice of the customer internally Work closely with Sales, Product, and Delivery teams
- Drive feedback loops and continuous improvement
- 8–10+ years of experience in Customer Success / Account Management / Delivery, with at least 4-5 years in a leadership role
- Proven experience building and scaling support teams in SaaS, eCommerce, or D2C / B2B tech companies
- Experience managing enterprise clients and delivery outcomes
- Proven track record of owning both delivery and revenue expansion through upselling
- Strong operational mindset with experience defining workflows, SLAs, SOPs escalation metrics / paths, and QA processes
- Exposure to AI-led workflows or automation-driven operations
- Excellent communication and stakeholder management skills
- Ability to balance customer empathy with business and product priorities
- Experience working cross-functionally with Product and Engineering teams
- High ownership, comfortable operating in fast-paced environments
- Can bring structure to chaos and build systems from scratch
- comfortably owning both delivery and revenue
- Think in terms of outcomes, not activities
- Can operate across customers, teams, and internal ops
- Are excited about using AI to scale operations
- Extreme ownership and bias for action
- Honest, high-velocity communication
- Respect for craft and obsession with users
- Fast, scrappy iteration over perfection
- Low ego, high empathy, radical candor
- Competitive salary + high growth opportunity
- Health & wellness benefits
- Chance to scale a category-defining AI company
- Direct mentorship from founders and top E-commerce / AI veterans who are our advisors
- High ownership, zero bureaucracy culture
- Bangalore (HSR Layout) — In-office role
- Build & scale for a cutting-edge AI product
- Own high-impact delivery operations
- Drive measurable business impact
- Be part of a high-performance, high-ownership team
Skills Required
- 8–10+ years of experience in Customer Success, Account Management, or Delivery
- 4–5 years of experience in a leadership role
- Experience building and scaling support teams in SaaS, eCommerce, D2C, or B2B technology companies
- Experience managing enterprise clients and delivery outcomes
- Track record of owning delivery and revenue expansion through upselling
- Experience defining workflows, SLAs, SOPs, escalation metrics and paths, and QA processes
- Exposure to AI-led workflows or automation-driven operations
- Excellent communication and stakeholder management skills
- Experience working cross-functionally with Product and Engineering teams
- Ability to balance customer empathy with business and product priorities
- High ownership and comfort operating in fast-paced environments
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The Company
What We Do
ShopOS is an AI-native creative content operating system for modern ecommerce and direct-to-consumer brands. It combines AI agents with human experts to help brands create, manage, market, and sell more effectively. Its platform supports product-display pages, catalogs, social-media content, advertisements, product imagery, videos, copy, and other commerce assets, while enabling intelligent personalization and streamlined brand operations across sales and marketing channels.
