Customer Success Associate | Commerce Global

Fynd (Shopsense Retail Technologies Ltd.); Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Learning Wallet

Mediclaim policy

Team-building events

Job summary

Fynd is a frontier technology company at the intersection of technology and retail, building AI-enabled systems that run business operations for enterprise retailers. You will own the post-sale relationship for a portfolio of accounts in your region, guiding onboarding, adoption, and renewals with senior stakeholders.

You’ll work between clients and our product/engineering teams, using AI to pre-empt problems, and lead data-driven reviews with CTOs and heads of ecommerce.

Qualifications

• 3–5 years total experience in customer success, account management, delivery, solution consulting, or client-facing role at a B2B software/tech company.
• AI-native: use AI tools daily and show proof when applying.
• Excellent spoken and written English; able to run meetings with senior stakeholders.
• Structured problem solver who drives root causes to resolution.
• Comfortable engaging with senior people; able to hold own in client rooms.
• Technically comfortable: read API docs, understand integration flows, interpret logs/data exports.
• Mumbai-based or willing to relocate; travel across MEA/SEA; valid passport.

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/engineering and chase them to closure.
• Build adoption dashboards and reporting so reviews are data-led.
• Use AI daily: analyze usage/ticket data, build reporting agents/automation, draft client-ready material.
• Travel to client sites across the region for go-lives, reviews, and relationship building.

Skills

AI-native

English proficiency

Client-facing

Structured problem solving

API/docs literacy

Education

B.Tech / B.E. or comparable engineering background

Tools

AI tools

Reporting dashboards

Job description

Customer Success Associate | Commerce Global

3-5 years

Full-Time

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

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

Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents

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!