Description:

About Spyne:

Spyne is revolutionizing automotive retail with Generative AI- and were moving at lightning speed. We started with a simple but powerful idea: Use AI to help dealers sell cars online faster. Today, were building the worlds first AI-powered automotive retail ecosystem, transforming how 350K+ dealers market and sell vehicles across the Globe.

Backed by $16M from Vertex Ventures, Accel, and top investors, were scaling like crazy:

- 5X revenue growth in 15 months, now gunning for 5X more this year

- Launched industry-first AI Image & 360 solutions

- Launching and scaling aggressively on Voice and Conversational stack

- Expanding aggressively in the US & Europe

Read more about us:

Studio AI Product - t.ly/t0Ko5

Vini AI Product Teaser - t.ly/Z6QwM

Public links (Explore more across the web yourself as well):

Spyne raises $16 Mil!

Check out these as well - New Office, One of the podcasts, Dave as Head of US Sales

Location: Gurgaon (Onsite)

Working Hours: 6PM 3 AM IST

Experience: 6 - 10 years

Industry: AI SaaS | B2B

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 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. 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.

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 Spyne?

- Work at the forefront of applied AI in automotive retail

- High-impact role with ownership and visibility across teams

- Opportunity to shape onboarding processes at scale

- Fast-growing global customer base and ambitious growth roadmap

- Collaborative culture with room to innovate and build