Key Account Manager | Commerce India

Fynd (Shopsense Retail Technologies Ltd.); Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Learning wallet reimbursement

Mediclaim policy

Office-based collaboration

Job summary

Fynd is seeking a self‑motivated Key Account Manager (KAM) to retain enterprise accounts on Fynd OMS/WMS and drive revenue via cross‑sell and upsell across eCommerce and supply‑chain workflows. You will partner with large customers to drive adoption, solve operational challenges, and identify growth opportunities.

You’ll manage executive relationships, map value, and lead renewal strategies while collaborating with Sales, Solutions, Product, and Support to minimize churn and maximize customer

Qualifications

• 3–4 years of experience in SaaS Account Management / Customer Success handling enterprise or upper‑mid‑market accounts.
• Solid understanding of SaaS products and eCommerce operations across OMS/WMS, inventory, fulfillment, and returns.
• Proven track record of retention, renewals, and cross‑sell/upsell with measurable revenue impact.
• Strong stakeholder management—comfortable with ops leaders, product/IT, procurement, and C‑level.
• Analytical, data‑driven problem solver; proficiency with Excel/Sheets (SQL basics a plus).
• Excellent communication, executive presence, negotiation, and meeting facilitation skills.

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 (apps, integrations, analytics, channels) through consultative discovery.
• Drive product adoption: create and execute success plans, playbooks, onboarding/training, and QBR/MBR cadences with stakeholders.
• Be the voice of the customer: funnel feedback to Product & Engineering to influence roadmap and reduce churn risk.
• Lead executive relationships: navigate complex orgs, run ROI reviews, and secure multi‑year renewals.
• Diagnose OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks; recommend best practices.
• Forecast expansions, manage pricing/terms with Sales/Finance, and track pipeline in the CRM.
• Build health scores, surface churn signals, and run save plays with cross‑functional teams.
• Maintain clean CRM hygiene, produce renewal/expansion forecasts, and report on account health & adoption metrics.

Skills

Stakeholder management

Analytical thinking

Excel/Sheets

Executive presence

Negotiation

Multi-account management

Education

Bachelor’s degree

Tools

Excel/Sheets

SQL basics

CRM (Salesforce/HubSpot)

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’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.

What will you do at Fynd?

• 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.

Some specific Requirements:

• 3–4 years of experience in SaaS Account Management / Customer Success handling enterprise or upper‑mid‑market accounts.
• Solid understanding of SaaS products and eCommerce operations, ideally across OMS/WMS, inventory management, fulfillment, and returns.
• Proven track record of retention, renewals, and cross‑sell/upsell with measurable revenue impact.
• Strong stakeholder management—comfortable with ops leaders, product/IT, procurement, and C‑level.
• Analytical, data‑driven problem solver; proficiency with Excel/Sheets (SQL basics a plus).
• Excellent communication, executive presence, negotiation, and meeting facilitation skills.
• Self‑starter with high ownership, urgency, and the ability to manage multiple complex accounts.

Nice to Have

• 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.

KPIs You’ll Own

• 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

How We Work

• Customer‑first, outcome‑oriented, and collaborative across Sales, Solutions, Product, and Support.
• Willingness to travel for QBRs, site visits, or go‑lives as needed.

Education

• Bachelor’s degree or equivalent practical experience.

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!