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