Job Description

Fynd is India's largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI, ML, big data, image editing, and the learning space. It provides a unified platform for businesses to seamlessly manage online and offline sales, store operations, inventory, and customer engagement. Serving over 2,300 brands, Fynd is at the forefront of retail technology, transforming customer experiences and business processes across various industries.

We're looking for a self?motivated KAM who is obsessed with retaining enterprise accounts on Fynd OMS/WMS and expanding revenue via cross?sell and upsell of other Fynd products. You'll be the trusted partner for our largest customers--driving adoption, solving operational challenges, and uncovering growth opportunities across their eCommerce and supply?chain workflows.

What will you do at Fynd?

Own retention & renewals for a portfolio of enterprise customers using Fynd OMS/WMS; maintain high GRR and drive NRR expansion. Cross?sell & upsell complementary Fynd products (e.g., apps, integrations, analytics, channels) through consultative discovery and value mapping. Drive product adoption: create and execute success plans, playbooks, onboarding/training, and QBR/MBR cadences with operations, tech, and business stakeholders. Be the voice of the customer: funnel feedback to Product & Engineering to influence roadmap; champion solutions that reduce churn risk. Lead executive relationships: navigate complex orgs, run ROI reviews, and secure multi?year renewals. eCommerce operations advisor: diagnose OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks; recommend best practices. Commercial ownership: forecast expansions, manage pricing/terms with Sales/Finance, and track pipeline in the CRM. Risk management: build health scores, surface churn signals early, and run save plays with cross?functional teams (Support, Solutions, Onboarding). Operational excellence: maintain clean CRM hygiene, produce accurate renewal/expansion forecasts, and report on account health & adoption metrics.

Some specific Requirements:

3-4 years of experience in SaaS Account Management / Customer Success handling enterprise or upper?mid?market accounts. Solid understanding of SaaS products and eCommerce operations, ideally across OMS/WMS, inventory management, fulfillment, and returns. Proven track record of retention, renewals, and cross?sell/upsell with measurable revenue impact. Strong stakeholder management--comfortable with ops leaders, product/IT, procurement, and C?level. Analytical, data?driven problem solver; proficiency with Excel/Sheets (SQL basics a plus). Excellent communication, executive presence, negotiation, and meeting facilitation skills. Self?starter with high ownership, urgency, and the ability to manage multiple complex accounts.

Nice to Have

Experience with marketplaces / D2C platforms (e.g., Shopify, Magento), 3PLs/last?mile, or ERP/inventory systems. Familiarity with product analytics and support stacks (e.g., Mixpanel/Amplitude, Jira/Zendesk) and Salesforce/HubSpot. Knowledge of APIs/integrations and basic technical scoping.

KPIs You'll Own

Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) Churn rate and on?time renewal rate Expansion (cross?sell/upsell) pipeline and win rate Product adoption & usage milestones (active users, feature utilization, time?to?value) NPS/CSAT and support SLA adherence for your accounts Accuracy of renewal/expansion forecasting and CRM hygiene

How We Work

Customer?first, outcome?oriented, and collaborative across Sales, Solutions, Product, and Support. Willingness to travel for QBRs, site visits, or go?lives as needed.

Education

Bachelor's degree or equivalent practical experience.

What do we offer?

Growth

Growth knows no bounds, as we foster an environment that encourages creativity, embraces challenges, and cultivates a culture of continuous expansion. We are looking at new product lines, international markets and brilliant people to grow even further. We teach, groom and nurture our people to become leaders. You get to grow with a company that is growing exponentially.

Flex University

We help you upskill by organising in-house courses on important subjects Learning Wallet: You can also do an external course to upskill and grow, we reimburse it for you.

Culture

Community and Team building activities Host weekly, quarterly and annual events/parties.

Wellness

Mediclaim policy for you + parents + spouse + kids

We work from the office 5 days a week to promote collaboration and teamwork. Join us to make an impact in an engaging, in-person environment!