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Open nowPosted 284 days ago

Customer Success Head

ShopOS12 open roles

Where
Bengaluru
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Your applicationOpen nowCustomer Success HeadShopOS · Bengaluru

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ShopOS's own form.

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 284 days ago

The posting

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
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