Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.
Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.
We're looking for a Customer Success Lead to build, lead, and scale the CS function, someone who can operate as both a strategic leader and a hands-on problem solver, owning outcomes for our most important accounts while building the team, playbooks, and systems that let CS scale across verticals.
What will you do at Fynd?
Strategy & Leadership
Own the overall Customer Success strategy, charter, and roadmap across Fynd's product lines and verticals.
Build, lead, mentor, and scale a high-performing CS team — training, and setting career paths for CS Associates and Managers.
Define and evolve the CS operating model (segmentation, coverage ratios, escalation paths, health scoring) as Fynd expands into recent industries.
Set and own org-level KPIs — retention, expansion revenue, NPS/CSAT, product adoption, churn, and Non-Performing Accounts — and report progress to leadership.
Executive & Strategic Relationships
Serve as the senior-most point of trust for key Brand/Enterprise leadership, acting as a strategic advisor rather than a support contact.
Own and grow the top-tier accounts personally where needed, while delegating and coaching the team on the broader portfolio.
Represent the voice of the customer at the leadership table — influencing product roadmap, pricing,
📌 Customer Success Lead | Commerce India (Mumbai)
🏢 Fynd
📍 Mumbai