Director of Customer Success

About Spyne

Spyne is rebuilding the $12B+ automotive software stack from the ground up, giving dealers the AI-powered tools they need to sell more cars, faster. Founded by ex-Amazon, Cox, and OYO operators, Spyne has grown 30x in under three years and now serves 1,500+ dealerships across the US.

The company entered the market through Studio AI, a visual merchandising platform powered by 80+ proprietary AI models that transforms raw car photos into studio-quality images, 360-degree spins, and videos in minutes. Deeply integrated with 60+ dealer tools - from DMS and CRM platforms to major automotive marketplaces - Studio AI became the trusted foundation inside dealer workflows nationwide.

Now Spyne is breaking into a much larger opportunity with Vini AI, a Conversational Voice AI agent that handles inbound and outbound calls, books test drives, follows up on leads, and manages service appointments - 24/7, without human intervention. Vini bookings have grown 7x in six months, and dealers who add Vini on top of Studio see ACV expansions of 4–7x. Together, the two products are converging into a full-stack Retail AI platform covering inventory management, digital retail, and customer relationship management.

Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is targeting $50M ARR by end of 2026 - and positioning itself to become the category-defining AI platform for the modern dealership.

Role Overview

We’re hiring a Director of 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

• 8–12 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.