Customer Success Associate | Commerce Global

Fynd; Mumbai; On-site; INR 1,200,000 - 2,100,000; Full time

Benefits offered by this job

Learning Wallet

Mediclaim policy

Job summary

Fynd, an AI-native unified commerce platform, is seeking a results-driven post-sales partner for enterprise accounts in Mumbai. You will own onboarding, adoption, health checks, renewals, and expansion, coordinating with product and engineering to turn client needs into actionable requests.

You’ll run weekly reviews with senior leaders, build data-driven dashboards, and use AI to automate insights. Travel to client sites as needed and stay ahead of issues by understanding retail operations

Qualifications

• 3 to 5 years of total work experience in customer success, account management, delivery, or client-facing roles.
• AI-native: uses AI tools daily and has built things with them.
• Excellent spoken and written English for executive-level meetings.
• Structured problem solver capable of root-cause analysis.
• Mumbai-based or willing to relocate with valid passport and travel readiness.
• B.Tech / B.E. or comparable engineering background; retail/ecommerce experience is a plus.

Responsibilities

• Own a portfolio of enterprise accounts post-sale: onboarding, adoption, health, escalations, renewals, and expansion.
• Run weekly operational reviews and quarterly business reviews with Heads of Ecommerce, Operations Directors, and CTOs.
• Turn client problems into precise internal asks for product and engineering, and drive them to closure.
• Build adoption dashboards and reporting so every review is led by data, not opinion.
• Use AI daily: analysing usage and ticket data, building reporting agents and automations, drafting client-ready material.
• Travel to client sites across your region as needed for go-lives, reviews, and relationship building.

Skills

Customer success

Account management

Delivery

Solution consulting

Client-facing

Education

B.Tech / B.E.

Engineering background

Tools

API docs

Integration flows

Logs and data exports

Job description

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 are an AI-native unified commerce platform backed by Reliance Retail. We power OMS, POS, Storefront, Clienteling, Supply Chain (WMS, TMS, RFID), and AI tools for enterprise retailers across 30+ countries, working with leading retailers and brands across the Middle East, Africa, and Southeast Asia.

About The Role

You own the post-sale relationship for a portfolio of enterprise retail accounts in your region. Onboarding and go-live, adoption, business reviews with senior stakeholders, escalations, renewals, and expansion. You sit between demanding clients and our product and engineering teams, and both sides need to trust you.

This is not a ticket-routing job. You will understand your clients' retail operations deeply, catch problems before they do, and use AI to work faster than a team twice your size. We care far more about how sharp you are than how many years you have behind you.

What will you do at Fynd?

• Own a portfolio of enterprise accounts post-sale: onboarding, adoption, health, escalations, renewals, and expansion.
• Run weekly operational reviews and quarterly business reviews with Heads of Ecommerce, Operations Directors, and CTOs.
• Turn client problems into precise internal asks for product and engineering, and chase them to closure.
• Build adoption dashboards and reporting so every review is led by data, not opinion.
• Use AI daily: analysing usage and ticket data, building reporting agents and automations, drafting client-ready material.
• Travel to client sites across your region as needed for go-lives, reviews, and relationship building.

Some Specific Requirements

• 3 to 5 years of total work experience, ideally including time in customer success, account management, delivery, solution consulting, or a client-facing role at a B2B software or technology company.
• AI-native. You use AI tools every day and have built things with them. You must show proof when you apply (see below).
• Excellent spoken and written English. You can run a meeting with a CTO, defuse an angry Operations Director, and write a crisp escalation summary in the same day.
• Structured problem solver. You break vague complaints into root causes and drive them to resolution.
• Comfortable holding your own with senior people. You can walk into a room with a client Director and be taken seriously.
• Technically comfortable: read API docs, understand integration flows, interpret logs and data exports.
• Mumbai-based or willing to relocate. Valid passport and readiness to travel across MEA or SEA.
• B.Tech / B.E. or comparable engineering background preferred. Retail, ecommerce, or commerce technology experience is a plus.

What do we offer?

Growth

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

Culture

• 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!