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.
Watch
:
What is ShopOS (from the founders’ lens - Click here)
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
