Customer Success Lead
23 hours ago
About Spyne
At Spyne, we are transforming how cars are marketed and sold with cutting-edge Generative AI. What started as a bold idea—using AI-powered visuals to help auto dealers sell faster online—has now evolved into a full-fledged, AI-first automotive retail ecosystem.
Backed by $16M in Series A
funding from Accel, Vertex Ventures, and other top investors, we're scaling at breakneck speed:
- Launched industry-first AI-powered Image, Video & 360° solutions for Automotive dealers
- Launching Gen AI powered Automotive Retail Suite to power Inventory, Marketing, CRM for dealers
- Onboarded 1500+ dealers across US, EU and other key markets in the past 2 years of launch
- Gearing up to onboard 10K+ dealers across global market of 200K+ dealers
- 150+ members team with near equal split on R&D and GTM
Learn more about our products:
Spyne AI Studio Product
-
Series A Announcement -
Role Overview
We're hiring a
Lead – Customer Success (US Market)
to head our
US CS team
and own the post-sale journey for dealers across the United States—from onboarding to long-term success and retention.
This is a
high-ownership, team management
role based in India with full alignment to
US time zones
. You'll lead a growing team of CS managers and specialists focused on delivering an AI-powered, high-touch customer experience for our most important market.
Location
: Gurugram (Work from Office)
Role
: Lead - Customer Success (US)
Timings
: 06 PM to 03 AM
Key Responsibilities
US-Focused Team Leadership
- Manage and mentor a growing team of CS professionals supporting US-based dealerships.
- Own the entire post-sale journey: onboarding, customer success, support, and renewals.
- Build scalable team processes, review structures, and training programs tailored for US clients.
AI-Powered Customer Experience
- Leverage Spyne's AI stack to streamline onboarding, support, and engagement.
- Implement playbooks and automations to improve customer experience and reduce TAT.
- Work with Product and Engineering to escalate and resolve client-specific issues rapidly.
Retention, Growth & Customer Outcomes
- Drive
renewals, upsells, and Net Revenue Retention (NRR)
from US accounts. - Build data-driven customer health metrics, engagement cadences, and success frameworks.
- Manage a balanced portfolio of enterprise and mid-market accounts.
Cross-functional Collaboration
- Be the
voice of the US customer
across Sales, Product, and Marketing. - Partner with Sales for expansion opportunities and with Product for feedback loops.
- Represent customer success metrics and initiatives in leadership reviews.
Operational Excellence
- Maintain high CRM hygiene (HubSpot/Salesforce), tracking all risks, feedback, and actions.
- Monitor CSAT, TTV, NRR, Churn, and SLA metrics to drive consistent improvements.
- Document best practices and build internal knowledge bases to scale the team.
What We're Looking For
- 6–10 years
of experience in
Customer Success
at B2B SaaS or AI-first companies. - At least
2+ years in team leadership or CS operations roles
. - Proven experience driving customer outcomes in
US-based B2B accounts
. - Strong process mindset and experience managing
renewals, expansion, and support metrics
. - Hands-on with tools like
Salesforce, HubSpot, Gainsight, Intercom, or Zendesk
. - Willingness to work
full US shift
(6:00 PM – 3:00 AM IST). - Excellent communication, escalation handling, and stakeholder management skills.
Nice to Have
- Experience in early- to mid-stage SaaS startups (Series A/B).
- Familiarity with automotive SaaS, image/video platforms, or generative AI products.
- Exposure to AI/ML tools used for customer success automation.
Why Join Spyne?
- Category-Creating Platform
– Be part of reshaping global auto retail through GenAI. - High Ownership Role
– Take end-to-end leadership of our largest market. - Performance-Driven Culture
– We reward execution, initiative, and impact. - Best-in-Class Tools
– Work with industry-leading platforms and a skilled, collaborative team. - Career Acceleration
– Scale a CS team in one of India's most exciting AI startups.
This is more than a role—it's a chance to lead, build, and scale in a high-impact environment.
At Spyne, high performers don't just grow—they 10X.
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