The Role
Lead and scale the US Customer Success function, owning post-sales lifecycle from onboarding to expansion. Build and mentor a high-performing CS team, drive retention, NRR, adoption and expansion, implement CS operations and metrics, leverage AI/automation to improve TTV and support, and collaborate cross-functionally with Sales, Product, and Marketing to translate customer feedback into product and growth outcomes.
Summary Generated by Built In
Director – Customer Success (US Market)
About Spyne
Spyne is rebuilding the $12B+ automotive software stack from the ground up, giving dealerships AI-powered tools to sell more cars, faster. Founded by operators from Amazon, Cox Automotive, and OYO, Spyne has grown 30x in under three years, scaling from $320K to $10M+ ARR and now serving 1,500+ dealerships across the United States.
Spyne’s core products include:
- Studio AI – transforms raw car photos into studio-quality images, spins, and videos using proprietary AI models.
- Vini AI – a conversational voice AI agent that handles dealership calls, bookings, and lead follow-ups 24/7.
Together, these products are evolving into a full-stack AI platform for modern automotive retail, spanning inventory management, digital retail, and CRM workflows.
Backed by Accel, Vertex Ventures, and Storm Ventures.
Role Overview
We are hiring a Director – Customer Success (US Market) to lead and scale our Customer Success function supporting dealerships across the United States.
This is a strategic leadership role responsible for driving customer outcomes, retention, expansion, and operational excellence across the entire post-sales lifecycle—from onboarding to long-term account growth.
You will lead a growing team of Customer Success Managers and specialists based in India while working closely with Sales, Product, and Leadership teams to ensure our US customers maximize value from Spyne’s AI platform.
- Location: Gurugram (Work from Office)
- Working Hours: 6:00 PM – 3:00 AM IST (aligned with US customers)
Key Responsibilities
1. Customer Success Strategy & Leadership
Own and lead the entire post-sales customer lifecycle including onboarding, adoption, support, renewals, and expansion.
Build and scale a high-performing Customer Success organization aligned with the company’s US growth strategy.
Define and drive CS goals including Net Revenue Retention (NRR), Gross Retention, Customer Adoption, and CSAT.
Develop strategic customer success frameworks to support enterprise and mid-market dealerships.
2. Team Leadership & Capability Building
Recruit, mentor, and scale a team of Customer Success Managers, onboarding specialists, and support associates.
Implement structured performance management, training programs, and customer engagement playbooks.
Establish strong escalation management processes and ensure world-class service standards.
3. Customer Outcomes, Retention & Expansion
Drive customer adoption, retention, and expansion opportunities across the US customer base.
Partner with Sales on upsell and cross-sell opportunities, especially across Studio AI and Vini AI products.
Build structured customer success programs including:
- Health scoring frameworks
- Quarterly Business Reviews (QBRs)
- Customer success plans
- Expansion and renewal strategies.
4. AI-Driven Customer Operations
Leverage Spyne’s AI infrastructure to automate onboarding, engagement, and support workflows.
Identify opportunities to use automation and AI to improve:
- Time-to-Value (TTV)
- Customer onboarding efficiency
- Support response times.
Collaborate with Product and Engineering to translate customer feedback into product improvements.
5. Cross-Functional Collaboration
Act as the voice of the customer internally, representing customer insights and feedback to leadership.
Work closely with:
- Sales for account expansion and renewals
- Product for feature prioritization and roadmap input
- Marketing for case studies and customer advocacy programs.
6. Customer Success Operations & Metrics
Build a data-driven CS organization with clear performance metrics.
Track and improve key KPIs including:
- Net Revenue Retention (NRR)
- Customer churn
- Customer Health Score
- Time-to-Value
- CSAT and NPS
Ensure strong CRM discipline across tools like Salesforce, HubSpot, Gainsight, or Zendesk.
What We’re Looking For
Experience
- 8–12 years of experience in Customer Success, Account Management, or Customer Operations.
- 3–5 years of leadership experience managing Customer Success teams.
- Proven success managing US-based B2B SaaS customers.
- Strong track record of driving renewals, retention, and expansion revenue.
Skills
- Deep understanding of SaaS customer lifecycle management.
- Strong operational mindset with experience building scalable CS processes.
- Exceptional stakeholder management and escalation handling skills.
- Data-driven decision-making and experience managing CS metrics.
Tools
Experience working with CS and CRM platforms such as:
- Salesforce
- HubSpot
- Gainsight
- Zendesk
- Intercom
Nice to Have
- Experience in high-growth SaaS startups (Series A–C).
- Exposure to AI/ML products or automation platforms.
- Experience working with automotive, marketplace, or visual AI products.
Why Join Spyne?
- Hypergrowth: 30x growth in under three years
- AI-First Platform: Build the future of automotive retail AI
- Global Impact: Work with dealerships across the US
- Leadership Opportunity: Build and scale the CS function from the ground up
At Spyne, we believe great leaders build systems that scale and teams that win.
This role is an opportunity to shape the customer success strategy for one of the fastest-growing AI companies in automotive.
Skills Required
- 8-12 years experience in Customer Success, Account Management, or Customer Operations
- 3-5 years leadership experience managing Customer Success teams
- Proven success managing US-based B2B SaaS customers
- Track record driving renewals, retention, and expansion revenue
- Deep understanding of SaaS customer lifecycle management
- Experience building scalable CS processes, playbooks, and escalation management
- Experience with Salesforce, HubSpot, Gainsight, Zendesk, or Intercom
- Data-driven decision-making and experience managing CS metrics (NRR, churn, CSAT, health scoring)
- Ability to work from Gurugram office and operate 6:00 PM - 3:00 AM IST (US-aligned hours)
- Experience in high-growth SaaS startups (Series A-C)
- Exposure to AI/ML products or automation platforms
- Experience with automotive, marketplace, or visual AI products
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The Company
What We Do
One of the biggest pain points for any online seller is to showcase their products in the best possible manner to grab customer attention and increase conversions. Spyne is transforming the way businesses create their catalog using state-of-the-art AI technology. No studio. No photography skills. No complex processes. Just Spyne to create stunning catalogs that drive 40% better conversions. We are building first-of-its-kind AI that would transform the way businesses will create high-impact catalogs without the need for a physical studio. We are building computer vision and AI technology to automate image processing workflows. This will help any business or marketplace shoot, edit, and publish product visuals at scale, at a fraction of the cost, and time. We are helping large e-commerce marketplaces in the automotive, food, fashion, real estate, and retail industry create and upgrade high-quality visual catalogs at scale. Founded in 2018, Spyne is headquartered in Gurugram, India serving 80+ customers across 15+ countries including Amazon India, Karvi, OLACars, and The Luxury Closet Dubai. We are backed by Accel Partners, Storm Ventures, and other marquee investors.
