Customer Success Manager

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 we’re backed by Binny Bansal. This isn’t just another start-up - 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

As an Account Manager at ShopOS, you’ll serve as the bridge between our clients and internal teams. Your goal: ensure our clients are delighted, activated, and growing with us. You’ll own relationships with leading D2C brands, fast-moving startups, and enterprise clients, ensuring their onboarding, ongoing use, and success with ShopOS is frictionless and outcome-driven. You’ll work closely with product, creative, and engineering teams to ensure our solutions map to client goals, and advocate for product improvements based on feedback. If you’re a people-first operator with a knack for structured thinking, storytelling, and client happiness-you’ll thrive here.

What You’ll Own

• Own client relationships: Serve as the key point of contact for clients post-sale, owning onboarding, activation, QBRs, and renewals.
• Ensure client success: Work with cross-functional teams to deliver campaigns, features, and outputs that map to client goals.
• Drive adoption: Understand each client’s business and identify opportunities to expand usage of ShopOS capabilities.
• Monitor satisfaction: Track client health, usage metrics, and feedback to preempt churn and improve retention.
• Act as a voice of the customer: Bring client insights to internal teams to inform roadmap and campaign strategy.
• Report & communicate clearly: Deliver crisp progress updates, results, and action plans to both internal stakeholders and clients.
• Work cross-functionally: Partner closely with creative leads, PMs, and GTM teams to ensure high-quality, on-time delivery.
• Grow accounts: Identify expansion and upsell opportunities aligned to client needs and success.

What We’re Looking For

• 3-5 years of experience in account management, customer success, or client-facing roles in SaaS, eCommerce, or agency setups
• Strong client-facing communication and interpersonal skills
• Proven ability to manage multiple clients and stakeholders with attention to detail
• Excellent problem-solving skills and ability to translate needs into solutions
• Understanding of the eCommerce landscape and comfort navigating metrics like ROAS, CAC, AOV, etc.
• Strong written communication and presentation skills
• Ability to work cross-functionally and influence without authority

Good to have

• Experience working in fast-paced startup environments
• Exposure to working with AI-powered or automation platforms
• Background in creative or performance marketing agencies
• Strong empathy for users and product orientation
• Familiarity with tools like HubSpot, Notion, Slack, Figma, and Airtable
• Comfort working with spreadsheets and light data analysis

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
• Health & wellness benefits
• Work from our vibrant Bangalore (HSR Layout)
• Direct mentorship from founders and top E-commerce / AI veterans who are our advisors
• Work on cutting-edge AI + commerce problems
• High ownership, zero bureaucracy culture

Location

We're hiring in Bangalore (no remote for this role).

Why Join Us?

• Work on cutting-edge AI products redefining commerce.
• Build with founders who’ve done this before.
• Be part of a high-growth, high-impact journey.