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're looking for a Customer Success Lead to build, lead, and scale the CS function, someone who can operate as both a strategic leader and a hands-on problem solver, owning outcomes for our most important accounts while building the team, playbooks, and systems that let CS scale across verticals.
Strategy & Leadership
- Own the overall Customer Success strategy, charter, and roadmap across Fynd's product lines and verticals.
- Build, lead, mentor, and scale a high-performing CS team — training, and setting career paths for CS Associates and Managers.
- Define and evolve the CS operating model (segmentation, coverage ratios, escalation paths, health scoring) as Fynd expands into new industries.
- Set and own org-level KPIs — retention, expansion revenue, NPS/CSAT, product adoption, churn, and Non-Performing Accounts — and report progress to leadership.
Executive & Strategic Relationships
- Serve as the senior-most point of trust for key Brand/Enterprise leadership, acting as a strategic advisor rather than a support contact.
- Own and grow the top-tier accounts personally where needed, while delegating and coaching the team on the broader portfolio.
- Represent the voice of the customer at the leadership table — influencing product roadmap, pricing, and go-to-market decisions based on synthesized customer insight.
Cross-Functional Ownership
- Act as the primary bridge between CS and Product, Engineering, Operations, and Sales; ensuring customer feedback loops directly influence build priorities and delivery timelines.
- Partner with Sales/Account Management on renewals, expansion, and pricing conversations for strategic accounts.
- Own the escalation framework for critical issues — deciding when and how to mobilize internal teams for high-stakes resolution.
Process, Systems & Enablement
- Build scalable onboarding, training, and enablement programs (playbooks, FAQs, best practices) so the team can operate consistently as the account base grows.
- Establish and continuously refine health-score models, QBR frameworks, and forecasting processes for the whole customer base.
- Drive adoption of internal tooling/CRM to ensure data-driven visibility into account health across the portfolio.
Reporting & Accountability
- Own the CS dashboard and reporting cadence for leadership — forecasts, risk accounts, expansion pipeline, and adoption trends.
- Own budget/resourcing decisions for the CS function as it scales.
- 7–12+ years in Customer Success with 3+ years leading and scaling a CS team, ideally in a B2B SaaS or platform business.
- Proven ability to build a function from a playbook up — not just execute one someone else built.
- Strong commercial acumen - comfortable owning revenue-linked KPIs (retention, expansion, NRR) and having pricing/contract conversations.
- Executive presence - able to sit across the table from a Brand's CXO/founder as a peer, not just a support contact.
- Data-driven operator - fluent in translating account health metrics into action plans, both for the team and for leadership.
- Strong cross-functional influence - able to get Product and Engineering to prioritize based on customer signal, without formal authority over those teams.
- Deep subject-matter expertise in Fynd's domain (retail tech; comfort ramping into new verticals as Fynd expands into manufacturing, healthcare, etc. is a strong plus).
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?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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
