Customer Success Lead | Commerce India

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?

• 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.

• 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.

• 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.

• 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.

• 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.

What we're looking for

• 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).

• Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.

• Regular community engagement and team-building activities
• Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture