Lead - Customer Success Manager

Lead – Customer Success Manager

About the Company Spyne 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 - Link
• Vini AI Teaser - Link
• Spyne New Office - Link
• Series A Announcement: Spyne raises $16 Million - Link
• Spyne x CDK Fortellis Marketplace Integration - Link

About the Role We'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

Qualifications

• 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

Required Skills

• Strong problem-solving and analytical mindset
• Excellent communication and executive presence
• Proven people leadership — coaching, hiring, and team-building
• Hunger to learn fast and own outcomes

Preferred Skills

• Experience in consulting or pre-sales
• Background in SaaS success or account management
• Prior experience building or scaling a customer-facing team