Customer Success & Implementation Lead

Fynd (Shopsense Retail Technologies Ltd.); Mumbai; On-site; INR 4,500,000 - 7,500,000; Full time

Benefits offered by this job

Learning Wallet

Mediclaim policy for you and family

Job summary

Fynd, a leading Indian retail technology company, seeks an AI-forward Customer Success & Implementation Lead to oversee the post-sales journey for enterprise customers—from handover to adoption and growth. You will lead the Implementation and Onboarding team, drive successful deployments, and build scalable CS processes while leveraging AI tools to prototype requirements and accelerate integrations.

You will engage CXOs and senior stakeholders, drive renewals and NRR, and partner with Sales

Qualifications

• 6–10+ years in B2B SaaS Customer Success, Enterprise Implementation, or related roles.
• At least 2 years leading an implementation, onboarding, customer-success, or engineering-adjacent team.
• Strong experience in Retail Tech, E-commerce, Omnichannel, or supply chain platforms.
• Hands-on experience using AI development tools to create prototypes, scripts, or automations.

Responsibilities

• Lead Implementation and Delivery: mentor teams, own go-live metrics, manage handover from Sales to Implementation and CS.
• Drive AI-assisted technical solutions: build prototypes and workflows using AI tools; demonstrate use cases.
• Own customer retention and growth: manage renewals, NRR, adoption, and customer health.
• Engage CXOs and senior stakeholders; identify upsell/cross-sell opportunities; drive quarterly reviews.
• Coordinate with Sales, Product, and Engineering to translate challenges into actionable specs.

Skills

B2B SaaS

Customer Success

Enterprise Implementation

Technical Account Management

Leadership

Cross-functional Collaboration

Stakeholder Management

Communication

Data-driven mindset

Project Management

Tools

Cursor

Claude Code

Bolt

Lovable

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 looking for an AI-forward Customer Success & Implementation Lead to manage the complete post-sales journey for our enterprise customers—from contract handover and implementation to adoption, retention, and growth.

In this role, you will lead the Implementation and Onboarding team, drive successful enterprise deployments, and build scalable customer success processes. You will also use AI-powered development tools to prototype client requirements, automate workflows, analyse technical issues, and accelerate integrations without being completely dependent on the core engineering team.

What will you do at Fynd?

Lead Implementation and Delivery

• Lead and mentor a team of Implementation Managers and Onboarding Specialists.
• Own key implementation metrics, including time-to-go-live, catalog migration, deployment success, and user adoption.
• Manage the complete handover process from Sales to Implementation and Customer Success.
• Oversee the integration of store locations, ERPs, marketplaces, inventory systems, and supply chain workflows.
• Identify implementation risks, resolve delivery bottlenecks, and ensure projects are completed within committed timelines.
• Build scalable playbooks for onboarding, system configuration, customer training, escalation management, and Quarterly Business Reviews (QBRs).

Drive AI-Assisted Technical Solutions

• Use AI development tools such as Cursor, Claude Code, Bolt, Lovable, or similar platforms to build functional prototypes, front-end mock-ups, and custom widgets.
• Demonstrate client-specific use cases and Fynd API capabilities through working prototypes.
• Build scripts or lightweight applications to clean and transform retail catalog data, automate customer health scores, and improve onboarding workflows.
• Analyse API logs, JSON payloads, client-side code, and integration issues to identify potential root causes.
• Translate business and technical challenges into clear, actionable specifications for Product and Engineering teams.
• Use AI tools to reduce dependency on engineering teams for routine technical tasks and accelerate customer resolution timelines.

Own Customer Retention and Growth

• Build trusted relationships with CXOs, founders, e-commerce leaders, and senior stakeholders across enterprise accounts.
• Act as a strategic advisor and help customers achieve measurable business outcomes through Fynd’s solutions.
• Partner with Account Management and Sales teams to identify upsell and cross-sell opportunities across Fynd’s product portfolio.
• Own key commercial and customer success metrics, including renewals, Net Revenue Retention (NRR), adoption, and customer health.
• Conduct regular business reviews and proactively address risks that could affect customer satisfaction or retention.
• Consolidate customer feedback and share actionable insights with Product and Engineering teams to influence the product roadmap.

What we’re looking for

• 6-10+ years of experience in B2B SaaS Customer Success, Enterprise Implementation, Technical Account Management, or a related role.
• At least 2 years of experience leading an implementation, onboarding, customer success, or engineering-adjacent team.
• Strong experience in Retail Technology, E-commerce, Omnichannel Commerce, Order Management Systems, logistics, or supply chain platforms.
• Understanding of how storefronts, warehouses, ERPs, marketplaces, inventory systems, and physical stores work together.
• Hands-on experience using AI development tools to create functional code, prototypes, scripts, automations, or internal applications.
• Working knowledge of REST APIs, webhooks, JSON payloads, databases, and basic data transformation.
• Strong project and stakeholder management skills, with experience managing complex enterprise implementations.
• Ability to communicate technical concepts clearly to both business and technical stakeholders.
• Experience managing senior stakeholders, including CXOs, founders, and e-commerce leaders.
• A metrics-driven approach with a proven record of improving onboarding timelines, customer adoption, retention, or NRR.
• Strong ownership, problem-solving, leadership, and cross-functional collaboration skills.

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!