Customer Success Lead

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.