About the Company

Join the Rocketship

We’re building ShopOS — AI agents powering the entire ecommerce stack. Already past PMF, we’re scaling quick 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 a

📌 Head of Customer Success (Bengaluru)
🏢 Shopos
📍 Bengaluru