Delivery Manager

Role Overview

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.

Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.

We are looking for an AI-forward Customer Success & Implementation Lead to manage the complete post-sales journey for our enterprise customers—from contract handover and implementation to adoption, retention, and growth.

In this role, you will lead the Implementation and Onboarding team, drive successful enterprise deployments, and build scalable customer success processes. You will also use AI-powered development tools to prototype client requirements, automate workflows, analyse technical issues, and accelerate integrations without being completely dependent on the core engineering team.

Responsibilities

• Lead and mentor a team of Implementation Managers and Onboarding Specialists.
• Own key implementation metrics, including time-to-go-live, catalog migration, deployment success, and user adoption.
• Manage the complete handover process from Sales to Implementation and Customer Success.
• Oversee the integration of store locations, ERPs, marketplaces, inventory systems, and supply chain workflows.
• Identify implementation risks, resolve delivery bottlenecks, and ensure projects are completed within committed timelines.
• Build scalable playbooks for onboarding, system configuration, customer training, escalation management, and Quarterly Business Reviews (QBRs).

Qualifications

Required

• 6–10+ years of experience in B2B SaaS Customer Success, Enterprise Implementation, Technical Account Management, or a related role.
• At least 2 years of experience leading an implementation, onboarding, customer success, or engineering-adjacent team.
• Strong experience in Retail Technology, E-commerce, Omnichannel Commerce, Order Management Systems, logistics, or supply chain platforms.
• Understanding of how storefronts, warehouses, ERPs, marketplaces, inventory systems, and physical stores work together.
• Hands-on experience using AI development tools to create functional code, prototypes, scripts, automations, or internal applications.
• Working knowledge of REST APIs, webhooks, JSON payloads, databases, and basic data transformation.
• Strong project and stakeholder management skills, with experience managing complex enterprise implementations.
• Ability to communicate technical concepts clearly to both business and technical stakeholders.
• Experience managing senior stakeholders, including CXOs, founders, and e-commerce leaders.
• A metrics-driven approach with a proven record of improving onboarding timelines, customer adoption, retention, or NRR.
• Strong ownership, problem-solving, leadership, and cross-functional collaboration skills.