Customer Success Head

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