Director, Program & Strategy

Key Responsibilities

• Lead end-to-end customer onboarding from kick-off to go-live, ensuring every customer gets value, fast
• Ensure $1M+/quarter revenue realization through successful customer activations and onboarding journeys
• Build the foundation of our Customer Success practice, focused on value delivery and product adoption.
• Build the automated Onboarding and Delivery management flows in collaboration with the Product team to ensure that the system is capable of onboarding 100+ customers per month.
• Capture onboarding insights and drive structured feedback loops into the product roadmap for better product-market fit
• Collaborate cross-functionally with Product, Engineering, AI, and Sales teams to remove onboarding friction
• Develop scalable onboarding frameworks, automations, and playbooks that can grow with us
• Lay the groundwork to build and lead a Customer Onboarding & Success team as we scale
• Lead and execute the customer onboarding journey from kick-off to go-live for top retail clients
• Translate complex onboarding processes into scalable playbooks
• Drive automation-first onboarding practices using AI tools

What Will Make You Successful

• 8–10 years of experience in Customer Success, Program Management, or Strategy roles in B2B SaaS / AI-led products
• Strong pedigree with proven track record in customer-facing roles
• Past exposure to early-stage or fast-scaling startups; ability to build from 0 to 1
• Experience in influencing product development based on customer onboarding feedback
• Strong grasp of automation, CRM, and AI-led customer engagement
• Demonstrated maturity to lead cross-functional teams and eventually build a team from the ground up
• Experience managing teams in the past; comfortable starting as an IC
• Excellent communication, stakeholder management, and strategic thinking skills
• Willingness to work US hours to support US-based customers (6 PM to 3 AM) from office
• Comfortable in a fast-moving, ambiguous startup environment where brand is built iteratively
• Deep alignment with Spyne AI's core values: Customer Obsession, Think 10X- Not 10%, Extreme Ownership, Relentless Innovation Machine