Director of Customer Success

Job Description

About Spyne At Spyne, we are transforming how cars are marketed and sold with cutting-edge Generative AI. What started as a bold idea—using AI-powered visuals to help auto dealers sell faster online—has now evolved into a full-fledged, AI-first automotive retail ecosystem. Backed by $16M in Series A funding from Accel, Vertex Ventures, and other top investors, we’re scaling at breakneck speed: Launched industry-first AI-powered Image, Video & 360° solutions for Automotive dealers Launching Gen AI powered Automotive Retail Suite to power Inventory, Marketing, CRM for dealers Onboarded 1500+ dealers across US, EU and other key markets in the past 2 years of launch Gearing up to onboard 10K+ dealers across global market of 200K+ dealers 150+ members team with near equal split on R&D and GTM Learn more about our products: Spyne AI Studio Product - https://shorturl.at/k5ej1 Series A Announcement - https://shorturl.at/XPceH Role Overview We’re hiring a strategic and execution-driven Head of Customer Success to lead our global CS organization. This role will oversee Onboarding, Success, Support, and Delivery functions across the U.S., EMEA, and APAC. You'll be responsible for delivering a seamless, AI-powered customer experience across all segments — from small dealerships to enterprise dealer groups. This is a high-ownership role based in India with an 80% overlap with U.S. working hours. Candidates must be comfortable working late shifts aligned with U.S. time zones to lead our largest customer region effectively. 📍 Location : Gurugram (Work from Office, Would require travel to the US) 🖥 Role : Head of Customer Success Key Responsibilities 1) Global Team Leadership Build and lead geographically distributed CS teams across U.S., EMEA, and APAC. Own the entire post-sale journey: onboarding, success, support, and delivery. Define a scalable operating model and customer journey for different tiers (SMB, Mid-market, Enterprise). 2) AI-Powered Automation & Process Excellence Leverage AI and automation to streamline support, onboarding, and customer engagement processes. Integrate AI/ML tools to predict churn, automate health scoring, and surface expansion opportunities. Establish smart workflows using CRM, support tools, and internal dashboards to ensure efficiency and proactive account management. 3) Retention, Growth & NRR Drive Net Revenue Retention (NRR), renewals, and upsells through a proactive, value-driven CS strategy. Build tiered playbooks to manage high-touch enterprise clients and low-touch SMB customers at scale. Own key CS metrics: CSAT, NRR, churn, time-to-value, and support SLA compliance. 4) Enablement & Use Case Development Equip the CS team to run training sessions, demos, and workshops to drive adoption and value realization. Partner with clients to solve specific business use cases and build platform stickiness. Collaborate with Marketing to build case studies, testimonials, and referral programs. Nurture client champions into brand advocates who participate in reviews, webinars, and industry events. 5) Cross-Functional Alignment Act as the voice of the customer across Product, Engineering, Marketing, and Sales. Lead delivery planning and support for large-scale customer rollouts in partnership with solutions and implementation teams. Regularly present customer insights and CS strategy to executive leadership. 6) Process Excellence & CRM Hygiene Ensure all touchpoints, risks, feedback, and actions are accurately documented in CRM. Build data-driven processes, dashboards, and knowledge-sharing tools to drive transparency and teamalignment. Key Requirements 10–14 years of leadership experience in Customer Success at B2B SaaS companies, with global customer base experience. Proven track record of scaling CS teams and driving retention & expansion at $10M+ ARR companies across multiple geographies — especially the U.S. Hands-on experience implementing AI-first solutions across CS, onboarding, and support. Strong command over tools like Salesforce, Gainsight, Zendesk, Intercom, HubSpot, or similar. Proven ability to drive CS operations, build global teams, and deliver retention and revenue outcomes. Willingness and ability to work with 80% overlap with U.S. time zones from an India-based location. Exceptional communication, problem-solving, and executive reporting skills. Excellent stakeholder management skills , partnering with Sales, Product, and Marketing teams. Ability to work in a high-growth, fast-paced environment and execute at speed. Why Spyne? Hypergrowth Trajectory : 5X revenue surge in 15 months, now scaling 3-4X YoY. Elite Meritocracy: No politics—just autonomy, accountability, and rewards for those who deliver. High-impact, high-reward role – competitive salary, performance-based incentives, and equity. Best-in-Class Perks : Machine of your choice, tools of your choice—we invest in you like you invest in us. Obsessed with Excellence: For our customers and our team. Your growth is our priority. This isn’t a job—it’s a career accelerator. At Spyne, high performers don’t just succeed—they 10X themselves. Show more Show less