Shopos·8 months ago
8 months ago
Customer Success Head
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About this role
About the Company
Join the Rocketship
We’re building ShopOS — AI agents powering the entire ecommerce stack. Already past PMF, we’re scaling fast and shaping the future of how online brands are built with AI. Co-founded by seasoned builders with multiple successful exits to companies like Flipkart & Polygon Labs, and backed by Binny Bansal, this isn’t just another startup — it’s a front-row seat to the next big shift in ecommerce.
About the Role
We’re looking for a Customer Success Lead to own the entire post-sales lifecycle and client delivery engine at ShopOS.
This is not a traditional CSM role.
You will operate at the intersection of customers, delivery, and AI-led operations.
You will:
- Manage a team of Customer Success Managers (CSMs)
- Own end-to-end client delivery (SLA, quality, throughput)
- Drive upsell and expansion across accounts
- Build processes, SOPs, and systems from scratch
- Act as the bridge between customers, delivery teams, and product
At ShopOS, CSMs don’t just manage relationships — they run high-output delivery pods powered by AI + humans.
What You’ll Own
- Own end-to-end customer lifecycle: onboarding → delivery → value realization → expansion
- Drive revenue expansion across accounts through upsell, cross-sell, and new use cases
- Build strong relationships with enterprise clients, including regular check-ins and field visits
- Own client delivery end-to-end — ensure SLA adherence, quality, and throughput across all accounts
- Ensure zero backlog accumulation and predictable delivery output
- Track and optimize key metrics: throughput, SLA adherence, input vs output, QA rejections
- Manage and scale a team of Customer Success Managers (CSMs)
- Through CSMs, manage delivery teams (PS, QA, operators)
- Drive team performance, accountability, and high morale
- Build and implement SOPs and structured workflows across delivery and customer success
- Transition operations from ad-hoc to process-driven systems
- Leverage AI to improve efficiency and scale output, optimizing human + AI workflows
- Own customer experience and escalations — act as final POC and ensure fast resolution
- Ensure fast resolution and zero surprise escalations
- Act as the voice of the customer internally Work closely with Sales, Product, and Delivery teams
- Drive feedback loops and continuous improvement
What We’re Looking For
- 8–10+ years of experience in Customer Success / Account Management / Delivery, with at least 4-5 years in a leadership role
- Proven experience building and scaling support teams in SaaS, eCommerce, or D2C / B2B tech companies
- Experience managing enterprise clients and delivery outcomes
- Proven track record of owning both delivery and revenue expansion through upselling
- Strong operational mindset with experience defining workflows, SLAs, SOPs escalation metrics / paths, and QA processes
- Exposure to AI-led workflows or automation-driven operations
- Excellent communication and stakeholder management skills
- Ability to balance customer empathy with business and product priorities
- Experience working cross-functionally with Product and Engineering teams
- High ownership, comfortable operating in fast-paced environments
You’ll Thrive If You…
- Can bring structure to chaos and build systems from scratch
- comfortably owning both delivery and revenue
- Think in terms of outcomes, not activities
- Can operate across customers, teams, and internal ops
- Are excited about using AI to scale operations
Our Values
- Extreme ownership and bias for action
- Honest, high-velocity communication
- Respect for craft and obsession with users
- Fast, scrappy iteration over perfection
- Low ego, high empathy, radical candor
What We Offer
- Competitive salary + high growth opportunity
- Health & wellness benefits
- Chance to scale a category-defining AI company
- Direct mentorship from founders and top E-commerce / AI veterans who are our advisors
- High ownership, zero bureaucracy culture
Location
- Bangalore (HSR Layout) — In-office role
💡 Why Join Us?
- Build & scale for a cutting-edge AI product
- Own high-impact delivery operations
- Drive measurable business impact
- Be part of a high-performance, high-ownership team
Company
Shopos
Bengaluru, India
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