Key Account Manager | Commerce India

Fynd; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Learning Wallet reimbursement

Mediclaim policy

Job summary

Fynd is seeking a self-motivated Key Account Manager to retain enterprise accounts on Fynd OMS/WMS and expand revenue across cross-sell opportunities. You’ll partner with the largest customers, driving adoption and solving operational challenges in eCommerce and supply chain workflows.

You will build executive relationships, forecast expansions, and influence product roadmaps while ensuring high renewal rates and customer satisfaction. This role requires travel for QBRs/site visits as needed.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Experience with marketplaces / D2C platforms such as Shopify or Magento.
• Knowledge of product analytics, support stacks, APIs/integrations.

Responsibilities

• Own retention & renewals for enterprise customers using Fynd OMS/WMS; maintain high GRR and drive NRR expansion.
• Cross-sell & upsell complementary Fynd products through consultative discovery and value mapping.
• Drive product adoption via success plans, onboarding, training, and cadence with stakeholders.
• Be the voice of the customer; funnel feedback to Product & Engineering to influence roadmap.
• Lead executive relationships; navigate complex orgs and secure multi-year renewals.
• Diagnose OMS/WMS bottlenecks in eCommerce ops and propose best practices.
• Forecast expansions, manage pricing/terms, and track pipeline in CRM.
• Maintain CRM hygiene and report on renewal/adoption metrics.

Education

Bachelor’s degree or equivalent

Tools

Mixpanel/Amplitude

Jira/Zendesk

Salesforce/HubSpot

Job description

About Fynd

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.

Role Overview

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 healthcareWe’re looking for a self‑motivated KAM who is obsessed with retaining enterprise accounts on Fynd OMS/WMS and expanding revenue via cross‑sell and upsell of other Fynd products. You’ll be the trusted partner for our largest customers—driving adoption, solving operational challenges, and uncovering growth opportunities across their eCommerce and supply‑chain workflows.

Responsibilities

• Own retention & renewals for a portfolio of enterprise customers using Fynd OMS/WMS; maintain high GRR and drive NRR expansion.
• Cross‑sell & upsell complementary Fynd products (e.g., apps, integrations, analytics, channels) through consultative discovery and value mapping.
• Drive product adoption: create and execute success plans, playbooks, onboarding/training, and QBR/MBR cadences with operations, tech, and business stakeholders.
• Be the voice of the customer: funnel feedback to Product & Engineering to influence roadmap; champion solutions that reduce churn risk.
• Lead executive relationships: navigate complex orgs, run ROI reviews, and secure multi‑year renewals.
• eCommerce operations advisor: diagnose OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks; recommend best practices.
• Commercial ownership: forecast expansions, manage pricing/terms with Sales/Finance, and track pipeline in the CRM.
• Risk management: build health scores, surface churn signals early, and run save plays with cross‑functional teams (Support, Solutions, Onboarding).
• Operational excellence: maintain clean CRM hygiene, produce accurate renewal/expansion forecasts, and report on account health & adoption metrics.
• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Churn rate and on‑time renewal rate
• Expansion (cross‑sell/upsell) pipeline and win rate
• NPS/CSAT and support SLA adherence for your accounts
• Accuracy of renewal/expansion forecasting and CRM hygiene
• Customer‑first, outcome‑oriented, and collaborative across Sales, Solutions, Product, and Support.
• Willingness to travel for QBRs, site visits, or go‑lives as needed.

Qualifications

Required

• Bachelor’s degree or equivalent practical experience.

Preferred

• Experience with marketplaces / D2C platforms (e.g., Shopify, Magento), 3PLs/last‑mile, or ERP/inventory systems.
• Familiarity with product analytics and support stacks (e.g., Mixpanel/Amplitude, Jira/Zendesk) and Salesforce/HubSpot.
• Knowledge of APIs/integrations and basic technical scoping.

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!