VP, Customer Success

Company Overview

Spyne is building the AI operating system for automotive retail. Starting with visual merchandising and expanding into conversational AI, Spyne helps dealers move inventory faster, respond to buyers instantly, and run more of the dealership stack with AI. Founded by operators from Amazon, Cox, and OYO, Spyne has grown 30x in under three years and now powers 1,500+ dealerships across the US. Its products, Studio AI and Vini AI, are coming together into a full-stack Retail AI platform for modern dealerships. Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is emerging as one of the category leaders redefining how dealerships operate in the AI era.

• Studio AI: Watch here
• Vini AI: Watch here

Job Summary

The VP of Customer Success will own customer success for the US business, aiming to grow the account book from lower double digits to higher double digits within 12 to 18 months. This role is focused on building the enterprise customer success function from scratch and maintaining a strong Net Revenue Retention (NRR) quota.

Responsibilities

• Grow the account book from lower double digits to higher double digits in 12 to 18 months.
• Build and run a customer success organization focused on retention and expansion as joint goals.
• Lead a Customer Success team across three product lines: Studio AI (visual), Vini AI (voice), and the data layer.
• Manage a distributed team across the US and India, with a majority of customer interactions happening during US hours.
• Hire and establish a US-based account expansion and management team.
• Carry a quota tied to NRR and report on it monthly to the leadership team.
• Maintain Gross Revenue Retention (GRR) at the top of the vertical SaaS category (target: 95%+ revenue retention, 90%+ logo retention).

Qualifications

• 10+ years in customer success, account management, or post-sales leadership at a B2B (Business-to-Business) SaaS company.
• Experience building or rebuilding a customer success function through a scaling phase in a B2B SaaS environment.
• Proven experience owning and hitting a meaningful NRR quota for multiple quarters.
• Demonstrated ability to run a team of 20+ across multiple time zones, including direct reports in both the US and offshore.
• History of managing a multi-product portfolio where customers begin with one product and expand into others.
• Strong insights on Customer Success tooling, segmentation, Quarterly Business Reviews (QBRs), renewals, and expansion compensation.
• Willingness to engage in on-the-ground customer work, including travel to US dealer rooftops and group headquarters (30% to 50% travel).

Preferred Skills

• Experience selling to or supporting franchise dealerships, multi-location small and medium businesses (SMBs), or any vertical SaaS customer base.
• Background in running a US customer portfolio from a non-US location, or managing a distributed team between India and the US.

Experience

• Minimum of 10 years of relevant experience in customer success or related leadership roles within B2B SaaS companies.

Environment

• Typical work setting includes a mix of in-office and remote work, primarily aligning with US business hours due to the nature of customer interactions.

Salary

• Salary information is not specified.

Growth Opportunities

• Potential career advancement from Entrepreneur-in-Residence (EIR) to Business Head with full Profit & Loss (P&L) ownership as the business scales.

Benefits

• Ownership: Opportunity to build a new business from scratch.
• Autonomy: Freedom to operate like a founder.
• Equity: Meaningful equity reflecting a founding business leader role, structured for long-term wealth creation.
• Trajectory: Clear advancement path as the business scales.