About Spyne

At Spyne, we are transforming how cars are marketed and sold with cutting-edge Generative AI.

What started as a bold ideausing AI-powered visuals to help auto dealers sell faster onlinehas 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, were 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

Role Overview

Were hiring a Lead Customer Success (US Market) to head our US CS team and own the post-sale journey for dealers across the United Statesfrom 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.

Youll 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 Spynes 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 Were 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 Indias most exciting AI startups.

This is more than a roleits a chance to lead, build, and scale in a high-impact environment.

At Spyne, high performers dont just growthey 10X