Customer Success | Commerce India

Fynd (Shopsense Retail Technologies Ltd.); Mumbai; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Mediclaim policy

Flex University

Learning Wallet

Job summary

Fynd is seeking a Customer Success Associate in Mumbai to nurture client relationships across Stores and Brands. You will drive adoption, ensure timely service delivery, and coordinate with Operations, Product, and Engineering to align client expectations with our AI-powered retail platform.

The role emphasizes analytical thinking, strong communication, and a customer-first mindset in a fast-paced environment. Office-based role with emphasis on collaboration and achievement of KPIs.

Qualifications

• Prior experience in customer success or account management.
• Strong communication and relationship-building skills.
• Data-driven mindset with problem-solving abilities.

Responsibilities

• Develop trust relationships with a portfolio of clients.
• Understand Brand/Store needs and requirements.
• Expand relationships by proposing solutions meeting objectives.
• Ensure delivery of services in a timely manner.
• Act as liaison between Brand/Store and internal teams.
• Assist customers with product adoption and expansion.
• Prepare progress reports and forecasts.

Skills

Relationship management

Communication

Analytical mindset

Tools

CRM software

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.

Customer Success Associate : The ideal candidate is a passionate, self-motivated, and detail-oriented team player who is committed to the success of Stores, Brands , Store Associates and End Consumer. You will focus on growing and developing existing accounts and maintain relationships.

Customer Success Teams needs to ensure product adoption, usage and support.

What will you do at Fynd?

• Develop trust relationships with a portfolio of clients.
• Acquire a thorough understanding of Store’s (Brand’s) needs and requirements.
• Expand the relationships with existing Brands by continuously proposing solutions that meet their objectives.
• Ensure the correct services are delivered and in a timely manner.
• Serve as the link of communication between Brand/Stores and internal teams.
• Communicate via phone and email to assist customers on product adoption and expansion.
• Resolve any issues and problems faced by Store Teams and deal with complaints to maintain trust.
• Prepare regular reports of progress and forecasts for internal and external Teams.
• Act as the voice of the Stores/Brand internally; as the steward of the ki customer relationship, work cross-functionally with Operations, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.
• Achieve / exceed target KPIs including : Sales%, Orders %, monthly Application usage, and Non Performing Stores.
• Help customers derive best value from our Application by assisting them with successful Order/Delivery Process.
• Deliver effective training on the product capabilities to Customers and Partners
• Work with Product Delivery Team for implementations and customisation requests.
• Engage with customers consistently and effectively demonstrate and communicate throughout the customer lifecycle.
• Update Product related Best Practices and FAQs periodically
• Synthesize customer feedback and quarterback experiences with internal teams on behalf of the customer

Some Specific Requirements

• Strong operational discipline with an analytical and process-oriented mindset. You are a people person that understands technology, with strong business acumen.
• Ability to prioritize in complex, fast-paced environment.
• Being friendly and Open in Nature.
• Should have patience and maintain his cool in difficult situation.
• Emphatic and helpful towards customer .
• Data Driven to understand the Customer and his needs .
• Team Player
• Expertise In the Subject Matter (FS).
• Be a trusted Consultant for the customer.

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.

• Flex University: Access in-house learning sessions and workshops designed to enhance your professional and personal growth.
• 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!