Customer Success Manager – Account Management & Performance Marketing.

About ShopOS
We’re building ShopOS — AI agents powering the e-commerce stack. Already past product-market fit, we’re scaling how brands use AI to create, launch, and grow. Backed by Binny Bansal and built by founders with successful exits to Flipkart and Polygon Labs, we’re bringing together technology, creativity, and commerce.
About the Role
We’re looking for a Customer Success Manager to own client relationships, drive successful delivery, and grow accounts.
You’ll work with D2C brands and enterprise clients, managing their journey from onboarding to adoption, renewals, and expansion. Working closely with our creative, product, and engineering teams, you’ll translate client goals into clear execution plans and ensure ShopOS delivers measurable value.
This role is well suited to professionals in account management, client servicing, or client partnerships at creative, digital, content, and performance marketing agencies. We also welcome candidates with customer success experience in e-commerce SaaS and MarTech.
What You’ll Own
Client relationships: Manage a portfolio of accounts, building a strong understanding of each client’s business, goals, and stakeholders.
Onboarding and adoption: Define success goals, guide clients through onboarding, and help them integrate ShopOS into their workflows.
Briefs and execution: Translate client requirements into actionable briefs, coordinating deliverables, timelines, feedback, and approvals across teams.
Delivery quality: Ensure outputs meet agreed expectations, flag risks early, and take ownership of issues through resolution.
Account reviews: Lead regular progress discussions and quarterly business reviews, presenting results, recommendations, and next steps.
Retention and renewals: Monitor account health, address concerns proactively, and manage renewal conversations.
Account growth: Identify upsell and cross-sell opportunities aligned with client needs and partner with GTM teams to convert them.
Customer advocacy: Share client feedback with internal teams to improve our products, workflows, and delivery experience.
What We’re Looking For
3–7 years of experience in customer success, account management, client servicing, or client partnerships.
Experience in a creative, digital, content, or performance marketing agency, e-commerce business, SaaS company, or MarTech platform.
Proven ability to independently manage multiple client accounts, stakeholders, and delivery timelines.
Demonstrated outcomes in client retention, account growth, product adoption, or campaign performance.
Ability to turn open-ended client requirements into clear briefs, priorities, and execution plans.
Strong communication and presentation skills, including confidence handling difficult conversations and managing expectations.
Understanding of e-commerce and marketing metrics such as ROAS, CAC, AOV, conversion rates, and repeat purchases.
Comfort using spreadsheets, performance reports, and account data to recommend actions.
Strong ownership, attention to detail, and the ability to coordinate across teams.
Good to Have
Experience managing D2C, retail, fashion, beauty, or lifestyle brands.
Exposure to creative production, content strategy, performance marketing, or retention marketing.
Familiarity with AI products, marketing automation, or e-commerce platforms.
Experience working with CRM, customer success, and project management tools.
Experience presenting to founders, marketing leaders, or senior enterprise stakeholders.
What Success Looks Like
Clients onboard smoothly and experience value early.
Deliverables consistently meet agreed timelines and quality expectations.
Clients adopt relevant ShopOS capabilities and deepen their engagement.
Account risks are identified and addressed proactively.
Strong client outcomes translate into renewals and account growth.
Why Join ShopOS
Work on AI products transforming how e-commerce brands operate.
Own meaningful client relationships and influence how we build customer success.
Collaborate closely with founders and experienced e-commerce and AI leaders.
Join a culture that values ownership, clear communication, craft, and empathy.
Competitive salary and health and wellness benefits.
This role is based in our Bangalore office in HSR Layout.
Build early, own more, go further.
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Work arrangement
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