Lead - Customer Success Manager

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& 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 @ https://www.youtube.com/watch?v=sMsP2ZncgII&ab_channel=Spyne
• Vini AI Teaser @ https://www.youtube.com/watch?v=k_Qhho1Y9Co
• Spyne New Office @ https://www.youtube.com/watch?v=l04OezOqGTU&ab_channel=Spyne
• Series A Announcement: Spyne raises $16 Million @ https://yourstory.com/2025/02/automobile-deeptech-startup-spyne-raises-16m-series-a-funding-round-vertex-ventures
• Spyne x CDK Fortellis Marketplace Integration @ https://www.prnewswire.com/news-releases/spyne-announces-cdk-integration-through-the-fortellis-marketplace-with-vini-ai-302868856.html

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 Business
• Run your own strategic accounts like a business, driving adoption, retention, and expansion
• Be accountable for renewals, upsell revenue, and account profitability across your portfolio
• Create strategic account plans that define success metrics and measurable ROI
• Diagnose and troubleshoot complex customer issues — often with limited context
• Lead, coach, and grow a team of Customer Success Managers, setting clear goals, quality bars, and career paths
• Own team‐level capacity planning, hiring plans, and structure as the function scales
• Build the playbooks, SOPs, and onboarding frameworks the team executes against
• Own and report team‐wide success metrics (time‐to‐value, activation rate, NRR/GRR inputs) to leadership
• Build relationships with dealership GMs and executives across the US && EU
• Turn customers into long‐term advocates through consistent value delivery
• Spot white‐space opportunities for expansion and lead them like a sales owner
• Collaborate with Product, Tech, and AI teams to convert customer insights into product and process improvements
• Operate as the single‐threaded owner of your book and your team's outcomes — no handoffs, no silos
• Take pride in being the voice of the customer within Spyne, and represent Customer Success in leadership forums

• 6–9 years of experience in customer‐facing roles: Consulting / Pre‐sales / SaaS Success / Account Management, including 2+ years leading or mentoring a team
• Tier‐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 up
• Strong problem‐solving and analytical mindset
• Excellent communication and executive presence — comfortable talking to CXOs && GMs, and representing CS to internal leadership
• Hunger to learn fast, move fast, and own outcomes end‐to‐end — for yourself and your team
• Willingness to work US hours (6 PM – 3 AM IST) with global clients