Spyne.ai - Customer Success Manager (4-6 yrs)

Who are WE?

At Spyne, our mission is to revolutionize automotive retailing. Every year, 52 million cars are sold in the US, for a combined worth of $1700 billion, and, valuing the used-car market at $1000 billion. Our new-age, Generative AI-powered solutions are designed to transform the car visuals into premium studio visuals. Dealerships & marketplaces across the US & Europe, are able to better engage their online visitors, driving greater customer showroom visits, and eventually sales.

Spyne aims to expand into additional software segments within the used-car market, addressing the specific needs of dealerships. Leveraging our go-to-market strategy, we plan to cover all aspects of the dealer journey, from acquiring and appraising cars to listing, marketing, selling, and managing customer relationships.

The Spyne team, located in Gurugram, India, aims to be the leading software provider in the used-car market. Supported by top investors like Accel Partners and Storm Ventures, as well as experienced founders, we believe in revolutionizing Digital Production for greater efficiency and intelligence.

Know more about us here:

Yourstory - https://bit.ly/3LXUVn9

Spyne x AWS - https://bit.ly/47BrVxj

Auto - https://www.youtube.com/watch?v=yZBOiKKj9_s

What are we looking for?

We are looking for an experienced and results-driven Customer Success Manager to join our team. This role is pivotal in ensuring our clients' success and satisfaction, driving retention, and influencing the product roadmap. The ideal candidate will excel in relationship management, have strong analytical skills, and a proactive approach to solving client challenges.

What will you do?

Customer Relationship Management:

- Build and maintain strong, long-lasting relationships with mid-market SaaS clients in the US and Europe.

- Serve as the primary point of contact for your portfolio of clients, ensuring their goals are met.

- Conduct regular check-ins and business reviews to align on objectives and measure success.

Account Management:

- Drive customer retention and identify opportunities for upselling and cross-selling.

- Monitor account health and proactively address risks to ensure client satisfaction.

- Collaborate with internal teams to resolve customer issues effectively and efficiently.

Data-Driven Decision Making:

- Analyze customer usage patterns and feedback to provide actionable insights.

- Conduct and manage client surveys to gather insights on needs, satisfaction, and product improvement opportunities.

- Leverage data to inform product roadmap decisions and advocate for customer needs.

Collaboration and Advocacy:

- Work closely with the product team to align on feature requests and roadmap priorities.

- Partner with the sales and marketing teams to ensure a seamless customer experience.

CRM and Tools Management:

- Use CRM systems effectively to track client interactions, manage workflows, and analyze trends.

- Maintain accurate and up-to-date client records and ensure data integrity.

What you must have?

- 3-5 years of experience in Customer Success or Account Management within a mid-market SaaS environment is a must.

- Proven ability to manage and grow a portfolio of clients in the US and Europe.

- Proficiency in CRM tools (e.g., Salesforce, HubSpot, or similar).

- Strong analytical skills; comfortable working with data and metrics to drive decision-making.

- Exceptional communication and interpersonal skills, with a customer-centric mindset.

- Experience conducting client surveys and translating feedback into actionable insights.

- Strong problem-solving abilities and the ability to handle challenging situations with professionalism.

- Knowledge of the automotive SaaS industry for independent businesses is a plus but not required.

- Openness to work in US shift timings

Why join Spyne?

- We are a young start up with an average age of employees as 25-26 yrs

- Even during "great resignation" period, we had near-zero attrition that speaks volume about culture

- Have all best-in-class employee 'supportive' policies, as per govt mandates

- We are obsessed about delivering best customer experience with utmost client delight

Talk to us to find out more!

We are in the growth stage. It's the best time to enter and grow 10X+ times with the company.