The Role
Build and lead Fynd’s Customer Success function across product lines and verticals. Develop the team, operating model, playbooks, health scoring, QBRs, dashboards, and forecasting processes. Own retention, expansion, adoption, NPS/CSAT, churn, and account-risk KPIs. Manage executive relationships, strategic accounts, escalations, renewals, and expansion while influencing Product, Engineering, Operations, and Sales based on customer insights.
Summary Generated by Built In
Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.
What will you do at Fynd?
Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.
We are looking for an AI-forward Customer Success & Implementation Lead to manage the complete post-sales journey for our enterprise customers—from contract handover and implementation to adoption, retention, and growth.
In this role, you will lead the Implementation and Onboarding team, drive successful enterprise deployments, and build scalable customer success processes. You will also use AI-powered development tools to prototype client requirements, automate workflows, analyse technical issues, and accelerate integrations without being completely dependent on the core engineering team.
Lead Implementation and Delivery
- Lead and mentor a team of Implementation Managers and Onboarding Specialists.
- Own key implementation metrics, including time-to-go-live, catalog migration, deployment success, and user adoption.
- Manage the complete handover process from Sales to Implementation and Customer Success.
- Oversee the integration of store locations, ERPs, marketplaces, inventory systems, and supply chain workflows.
- Identify implementation risks, resolve delivery bottlenecks, and ensure projects are completed within committed timelines.
- Build scalable playbooks for onboarding, system configuration, customer training, escalation management, and Quarterly Business Reviews (QBRs).
Drive AI-Assisted Technical Solutions
- Use AI development tools such as Cursor, Claude Code, Bolt, Lovable, or similar platforms to build functional prototypes, front-end mock-ups, and custom widgets.
- Demonstrate client-specific use cases and Fynd API capabilities through working prototypes.
- Build scripts or lightweight applications to clean and transform retail catalog data, automate customer health scores, and improve onboarding workflows.
- Analyse API logs, JSON payloads, client-side code, and integration issues to identify potential root causes.
- Translate business and technical challenges into clear, actionable specifications for Product and Engineering teams.
- Use AI tools to reduce dependency on engineering teams for routine technical tasks and accelerate customer resolution timelines.
Own Customer Retention and Growth
- Build trusted relationships with CXOs, founders, e-commerce leaders, and senior stakeholders across enterprise accounts.
- Act as a strategic advisor and help customers achieve measurable business outcomes through Fynd’s solutions.
- Partner with Account Management and Sales teams to identify upsell and cross-sell opportunities across Fynd’s product portfolio.
- Own key commercial and customer success metrics, including renewals, Net Revenue Retention (NRR), adoption, and customer health.
- Conduct regular business reviews and proactively address risks that could affect customer satisfaction or retention.
- Consolidate customer feedback and share actionable insights with Product and Engineering teams to influence the product roadmap.
- 6–10+ years of experience in B2B SaaS Customer Success, Enterprise Implementation, Technical Account Management, or a related role.
- At least 2 years of experience leading an implementation, onboarding, customer success, or engineering-adjacent team.
- Strong experience in Retail Technology, E-commerce, Omnichannel Commerce, Order Management Systems, logistics, or supply chain platforms.
- Understanding of how storefronts, warehouses, ERPs, marketplaces, inventory systems, and physical stores work together.
- Hands-on experience using AI development tools to create functional code, prototypes, scripts, automations, or internal applications.
- Working knowledge of REST APIs, webhooks, JSON payloads, databases, and basic data transformation.
- Strong project and stakeholder management skills, with experience managing complex enterprise implementations.
- Ability to communicate technical concepts clearly to both business and technical stakeholders.
- Experience managing senior stakeholders, including CXOs, founders, and e-commerce leaders.
- A metrics-driven approach with a proven record of improving onboarding timelines, customer adoption, retention, or NRR.
- Strong ownership, problem-solving, leadership, and cross-functional collaboration skills.
What do we offer?
Growth
At Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we’re seeking talented individuals eager to grow with us.
We believe in empowering our people to take ownership, lead with confidence, and shape their careers.
- Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.
Culture
We believe in building strong teams and lasting connections.
- Regular community engagement and team-building activities
- Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture
Wellness
Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents
Work Environment
We thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.
Join us to be part of a dynamic environment where your ideas make an impact!
Skills Required
- 7-12+ years of experience in Customer Success
- 3+ years leading and scaling a Customer Success team
- Experience in a B2B SaaS or platform business
- Ability to build a Customer Success function and playbook from the ground up
- Strong commercial acumen, including retention, expansion, NRR, pricing, and contract conversations
- Executive presence and ability to engage Brand, CXO, and founder-level stakeholders
- Data-driven ability to translate account health metrics into action plans
- Strong cross-functional influence across Product and Engineering without formal authority
- Subject-matter expertise in retail technology
- Comfort ramping into manufacturing, healthcare, and other new verticals
Am I A Good Fit?
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The Company
What We Do
Fynd is India's largest omnichannel ecosystem and multi-platform tech company. Headquartered in Mumbai and founded by Farooq Adam, Harsh Shah, and Sreeraman MG in 2012. We have modernized retail strategies for more than 1000 brands & created a rich suite of tech products. Rooted in technology & innovation, we have products in applied machine learning, big data, gaming+crypto, image editing, and learning space. Our constant innovation and expertise in technology has been noticed worldwide. Fynd made it to Fast Company's list of Top 10 most innovative Asia-Pacific companies of 2022. We are a fast growing team of 1000+ fun, skilled and ambitious people. We explore the unexplored, innovate unafraid, and have the time of our life while we do. Be a part of the new. Join us. For more information about our products, visit us at www.omnifynd.com
