{"id":784874,"url":"https://alion.io/job/shopos-customer-success-head","title":"Customer Success Head","company":{"id":450860,"name":"ShopOS","domain":"shopos.ai","url":"https://alion.io/company/shopos","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"A","score":95,"open_postings":11,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":157,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":3500000,"max":4000000,"currency":"INR","period":"year","gross":null,"usd_annual":42472},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-01-11T19:43:32Z","employer_posted_date":"2026-01-11","last_verified_at":"2026-11-05T18:17:44Z","board_verified":true,"closed_at":null,"days_open":298,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":297},"description":"About the Company\nJoin the Rocketship\nWe’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.\nWatch: What is ShopOS (from the founders’ lens - Click here)\nAbout the Role\nWe’re looking for a Customer Success Lead to own the entire post-sales lifecycle and client delivery engine at ShopOS.\nThis is not a traditional CSM role.\nYou will operate at the intersection of customers, delivery, and AI-led operations.\nYou will:\n Manage a team of Customer Success Managers (CSMs)\n Own end-to-end client delivery (SLA, quality, throughput)\nDrive upsell and expansion across accounts\nBuild processes, SOPs, and systems from scratch\nAct as the bridge between customers, delivery teams, and product\nAt ShopOS, CSMs don’t just manage relationships - they run high-output delivery pods powered by AI + humans.\nWhat You’ll Own\nOwn end-to-end customer lifecycle: onboarding → delivery → value realization → expansion\nDrive revenue expansion across accounts through upsell, cross-sell, and new use cases\nBuild strong relationships with enterprise clients, including regular check-ins and field visits\nOwn client delivery end-to-end - ensure SLA adherence, quality, and throughput across all accounts\nEnsure zero backlog accumulation and predictable delivery output\nTrack and optimize key metrics: throughput, SLA adherence, input vs output, QA rejections\n Manage and scale a team of Customer Success Managers (CSMs)\n Through CSMs, manage delivery teams (PS, QA, operators)\nDrive team performance, accountability, and high morale\nBuild and implement SOPs and structured workflows across delivery and customer success\nTransition operations from ad-hoc to process-driven systems\nLeverage AI to improve efficiency and scale output, optimizing human + AI workflows\nOwn customer experience and escalations - act as final POC and ensure fast resolution\nEnsure fast resolution and zero surprise escalations\nAct as the voice of the customer internally Work closely with Sales, Product, and Delivery teams\nDrive feedback loops and continuous improvement\nWhat We’re Looking For\n8-10+ years of experience in Customer Success / Account Management / Delivery, with at least 4-5 years in a leadership role\nProven experience building and scaling support teams in SaaS, eCommerce, or D2C / B2B tech companies\nExperience managing enterprise clients and delivery outcomes\nProven track record of owning both delivery and revenue expansion through upselling\nStrong operational mindset with experience defining workflows, SLAs, SOPs escalation metrics / paths, and QA processes\nExposure to AI-led workflows or automation-driven operations\nExcellent communication and stakeholder management skills\nAbility to balance customer empathy with business and product priorities\nExperience working cross-functionally withProduct and Engineering teams\nHigh ownership, comfortable operating in fast-paced environments\nYou’ll Thrive If You…\nCan bring structure to chaos and build systems from scratch\ncomfortably owning both delivery and revenue\nThink in terms of outcomes, not activities\nCan operate across customers, teams, and internal ops\nAre excited about using AI to scale operations\nOur Values\nExtreme ownership and bias for action\nHonest, high-velocity communication\nRespect for craft and obsession with users\nFast, scrappy iteration over perfection\nLow ego, high empathy, radical candor\nWhat We Offer\nCompetitive salary + high growth opportunity\nHealth & wellness benefits\nChance to scale a category-defining AI company\nDirect mentorship from founders and top E-commerce / AI veterans who are our advisors\nHigh ownership, zero bureaucracy culture\nLocation\n- Bangalore (HSR Layout) - In-office role\nWhy Join Us?\nBuild & scale for a cutting-edge AI product\nOwn high-impact delivery operations\nDrive measurable business impact\nBe part of a high-performance, high-ownership team","description_format":"text","description_chars":4171,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","AI Agents","Retail & Commerce AI"],"lifecycle":[{"event":"open","at":"2026-09-12T01:39:03Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.599,"p_room":0.36,"age_days":297,"expected_fill_days":157,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":42472,"is_top_pay":false},"html_url":"https://alion.io/job/shopos-customer-success-head","json_url":"https://alion.io/job/shopos-customer-success-head.json","meta":{"generated_at":"2026-11-05T21:06:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":815,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":450860},"rest":"https://alion.io/mcp/rest/get_company?id=450860"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshopos-customer-success-head"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshopos-customer-success-head"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshopos-customer-success-head"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shopos-customer-success-head\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshopos-customer-success-head"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":784874}},{"tool":"search_jobs","arguments":{"company":"shopos.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":784874},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}