The Role
Own retention, renewals, and revenue expansion for enterprise SaaS customers using Fynd OMS and WMS. Drive product adoption through success plans, onboarding, training, and business reviews; advise customers on eCommerce and supply-chain operations; manage executive relationships, commercial negotiations, forecasting, CRM hygiene, and churn-risk mitigation. Partner cross-functionally to resolve operational challenges, influence product improvements, and deliver measurable customer outcomes.
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.
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 self‑motivated KAM who is obsessed with retaining enterprise accounts on Fynd OMS/WMS and expanding revenue via cross‑sell and upsell of other Fynd products. You’ll be the trusted partner for our largest customers—driving adoption, solving operational challenges, and uncovering growth opportunities across their eCommerce and supply‑chain workflows.
What will you do at Fynd?
- Own retention & renewals for a portfolio of enterprise customers using Fynd OMS/WMS; maintain high GRR and drive NRR expansion.
- Cross‑sell & upsell complementary Fynd products (e.g., apps, integrations, analytics, channels) through consultative discovery and value mapping.
- Drive product adoption: create and execute success plans, playbooks, onboarding/training, and QBR/MBR cadences with operations, tech, and business stakeholders.
- Be the voice of the customer: funnel feedback to Product & Engineering to influence roadmap; champion solutions that reduce churn risk.
- Lead executive relationships: navigate complex orgs, run ROI reviews, and secure multi‑year renewals.
- eCommerce operations advisor: diagnose OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks; recommend best practices.
- Commercial ownership: forecast expansions, manage pricing/terms with Sales/Finance, and track pipeline in the CRM.
- Risk management: build health scores, surface churn signals early, and run save plays with cross‑functional teams (Support, Solutions, Onboarding).
- Operational excellence: maintain clean CRM hygiene, produce accurate renewal/expansion forecasts, and report on account health & adoption metrics.
Some specific Requirements:
- 3–4 years of experience in SaaS Account Management / Customer Success handling enterprise or upper‑mid‑market accounts.
- Solid understanding of SaaS products and eCommerce operations, ideally across OMS/WMS, inventory management, fulfillment, and returns.
- Proven track record of retention, renewals, and cross‑sell/upsell with measurable revenue impact.
- Strong stakeholder management—comfortable with ops leaders, product/IT, procurement, and C‑level.
- Analytical, data‑driven problem solver; proficiency with Excel/Sheets (SQL basics a plus).
- Excellent communication, executive presence, negotiation, and meeting facilitation skills.
- Self‑starter with high ownership, urgency, and the ability to manage multiple complex accounts.
Nice to Have
- Experience with marketplaces / D2C platforms (e.g., Shopify, Magento), 3PLs/last‑mile, or ERP/inventory systems.
- Familiarity with product analytics and support stacks (e.g., Mixpanel/Amplitude, Jira/Zendesk) and Salesforce/HubSpot.
- Knowledge of APIs/integrations and basic technical scoping.
KPIs You’ll Own
- Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Churn rate and on‑time renewal rate
- Expansion (cross‑sell/upsell) pipeline and win rate
- Product adoption & usage milestones (active users, feature utilization, time‑to‑value)
- NPS/CSAT and support SLA adherence for your accounts
- Accuracy of renewal/expansion forecasting and CRM hygiene
How We Work
- Customer‑first, outcome‑oriented, and collaborative across Sales, Solutions, Product, and Support.
- Willingness to travel for QBRs, site visits, or go‑lives as needed.
Education
- Bachelor’s degree or equivalent practical experience.
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
- 3-4 years of experience in SaaS account management or customer success handling enterprise or upper-mid-market accounts
- Understanding of SaaS products and eCommerce operations, ideally including OMS/WMS, inventory management, fulfillment, and returns
- Proven track record of retention, renewals, and cross-sell or upsell with measurable revenue impact
- Strong stakeholder management with operations leaders, product and IT teams, procurement, and C-level executives
- Analytical, data-driven problem-solving skills
- Proficiency with Excel or Google Sheets
- Excellent communication, executive presence, negotiation, and meeting facilitation skills
- Ability to manage multiple complex accounts with high ownership and urgency
- Bachelor's degree or equivalent practical experience
- Basic SQL knowledge
- Experience with marketplaces or D2C platforms such as Shopify or Magento
- Experience with 3PLs, last-mile operations, or ERP and inventory systems
- Familiarity with product analytics and support tools such as Mixpanel, Amplitude, Jira, or Zendesk
- Familiarity with Salesforce or HubSpot
- Knowledge of APIs, integrations, and basic technical scoping
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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
