Customer Success Lead

Lead – Customer Success Manager

About the CompanySpyne is revolutionizing automotive retail with Generative AI—and we're moving at lightning speed. We started with a simple but powerful idea: Use AI to help dealers sell cars online faster. Today, we're building the world's first AI-powered automotive retail ecosystem, already live across 2,000+ dealerships (up from under 200 in 2023) and expanding fast across the US & Europe. Backed by $25M+ in Series B funding from Accel, Vertex Ventures, and Storm Ventures, we're scaling like crazy: 5X revenue growth in 15 months, now gunning for 3-4X more this year. Launched industry-first AI Image & 360° solutions, and now live on CDK's Fortellis Marketplace with Vini, our Voice & Conversational AI product. Next up? A full GenAI Automotive Retail Suite.

Read more about us:Studio AI Product - LinkVini AI Teaser - LinkSpyne New Office - LinkSeries A Announcement: Spyne raises $16 Million - LinkSpyne x CDK Fortellis Marketplace Integration - Link

About the RoleWe're not looking for a typical Customer Success Lead. We're looking for a Strategic Operator and a builder of people — someone who can think like a consultant, act like a founder, and sell like a business owner, while also building the team that scales this function. You'll own a strategic book of business across the US & Europe while leading a pod of Customer Success Managers — driving adoption, solving tough problems, and growing revenue across your own accounts and theirs. You'll be the CEO of your portfolio and the coach behind your team's: every internal function (Product, AI, Tech, and Ops) exists to help you and your CSMs deliver success to customers. This is a revenue ownership and team-building role — not support, not relationship management. You'll be responsible for renewals, upsells, and account health across the pod, and for the hiring, coaching, and structure that lets the function grow.

Responsibilities:Own Your Book of BusinessRun your own strategic accounts like a business, driving adoption, retention, and expansionBe accountable for renewals, upsell revenue, and account profitability across your portfolioCreate strategic account plans that define success metrics and measurable ROIDiagnose and troubleshoot complex customer issues — often with limited contextLead, coach, and grow a team of Customer Success Managers, setting clear goals, quality bars, and career pathsOwn team-level capacity planning, hiring plans, and structure as the function scalesBuild the playbooks, SOPs, and onboarding frameworks the team executes againstOwn and report team-wide success metrics (time-to-value, activation rate, NRR/GRR inputs) to leadershipBuild relationships with dealership GMs and executives across the US & EUTurn customers into long-term advocates through consistent value deliverySpot white-space opportunities for expansion and lead them like a sales ownerCollaborate with Product, Tech, and AI teams to convert customer insights into product and process improvementsOperate as the single-threaded owner of your book and your team's outcomes — no handoffs, no silosTake pride in being the voice of the customer within Spyne, and represent Customer Success in leadership forums

Qualifications6–9 years of experience in customer-facing roles: Consulting / Pre-sales / SaaS Success / Account Management, including 2+ years leading or mentoring a teamTier-1 / Tier-2 Engineering or MBA background (IIT, BITS, NSIT, IIMs, ISB, MDI, NMIMS, etc.)Proven track record of managing and growing customer accounts, and of building or scaling a CS function from the ground upStrong problem-solving and analytical mindsetExcellent communication and executive presence — comfortable talking to CXOs & GMs, and representing CS to internal leadershipHunger to learn fast, move fast, and own outcomes end-to-end — for yourself and your teamWillingness to work US hours (6 PM – 3 AM IST) with global clients

Required SkillsStrong problem-solving and analytical mindsetExcellent communication and executive presenceProven people leadership — coaching, hiring, and team-buildingHunger to learn fast and own outcomes

Preferred SkillsExperience in consulting or pre-salesBackground in SaaS success or account managementPrior experience building or scaling a customer-facing team