Manager, Customer Success

Netradyne harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. We are a leader in fleet safety solutions. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology. Our team is growing, and we need forward-thinking, uncompromising, competitive team members to continue to facilitate our growth.

Senior Manager, Customer Success

About Netradyne

Netradyne harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. We are a leader in fleet safety solutions. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology. Our team is growing, and we need forward-thinking, uncompromising, competitive team members to continue to facilitate our growth.

OVERVIEW

The Senior Manager, Customer Success is a senior customer-facing leader responsible for leading and developing a team of Customer Success Managers supporting Netradyne's largest and most strategic enterprise customers.

This role combines executive leadership, customer strategy, operational excellence, and data-driven consulting to ensure customers maximize the value of Netradyne's AI-powered fleet safety platform. The Senior Manager serves as a trusted advisor to executive stakeholders, guiding large-scale deployments, enterprise adoption strategies, change management initiatives, and measurable business outcomes.

In addition to leading a high-performing Customer Success organization, this individual will own the successful onboarding and customer adoption strategy for enterprise customers deploying 1,000+ vehicles. This leader will develop scalable implementation frameworks, establish executive governance models, and ensure customers achieve rapid time-to-value while driving long-term customer retention, expansion, and advocacy.

The ideal candidate brings significant customer-facing leadership experience, executive presence, strong business acumen, and a proven track record partnering with enterprise customers to drive transformational outcomes through technology adoption, analytics, and operational excellence.

ESSENTIAL FUNCTIONS

Executive Customer Leadership

Lead, coach, mentor, and develop a team of 8 Customer Success Managers, with plans to scale the organization to 11 team members over time.

Build a culture of customer advocacy, accountability, operational excellence, and continuous improvement.

Serve as executive sponsor for Netradyne's largest and most strategic customer relationships.

Develop trusted advisor relationships with executive stakeholders, including COOs, CIOs, Vice Presidents of Operations, Vice Presidents of Safety, Fleet Directors, and executive leadership teams.

Facilitate Executive Business Reviews focused on measurable customer outcomes, ROI realization, fleet performance, safety improvements, and strategic roadmap alignment.

Drive executive-level engagement strategies that strengthen customer relationships and increase retention and expansion opportunities.

Strategic Enterprise Onboarding & Adoption

Own Customer Success strategy for enterprise deployments exceeding 1,000 vehicles.

Lead cross-functional onboarding programs involving Sales, Product, Engineering, Support, Professional Services, Implementation, and Operations teams.

Develop scalable onboarding methodologies that accelerate customer adoption and reduce time-to-value.

Establish governance frameworks and executive alignment throughout implementation, deployment, and adoption phases.

Identify customer risks early and proactively drive resolution across internal and customer stakeholders.

Ensure enterprise customers successfully operationalize Netradyne's platform and achieve desired business outcomes.

Data & Analytics Leadership

Translate complex operational, telematics, safety, and AI-generated insights into executive-level recommendations.

Advise customers on leveraging analytics to improve driver safety, operational efficiency, claims reduction, coaching effectiveness, and overall fleet performance.

Develop executive dashboards and KPI frameworks that demonstrate measurable business value and ROI.

Lead strategic conversations around customer health, adoption metrics, utilization trends, operational benchmarking, and business outcomes.

Use customer data to identify growth opportunities and proactively mitigate customer risk.

Organizational Leadership

Own team performance across customer retention, customer satisfaction, adoption, utilization, customer health, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion metrics.

Hire, develop, mentor, and retain high-performing Customer Success talent.

Establish performance expectations, leadership development programs, and succession planning initiatives.

Drive consistent execution of Customer Success methodologies, Success Plans, Executive Business Reviews, account planning, and customer governance programs.

Build scalable organizational structures capable of supporting rapid company growth.

Operational Excellence

Improve Customer Success processes through automation, AI-enabled workflows, standardized playbooks, and best practices.

Partner with Product Management to advocate for enterprise customer needs and influence product roadmap priorities.

Establish reporting frameworks and executive dashboards to improve forecasting, customer visibility, and organizational decision-making.

Create scalable customer success programs that support long-term growth and operational efficiency.

Collaborate with Sales, Product, Engineering, Support, and Operations groups to improve the overall customer experience.

KEY PERFORMANCE INDICATORS (KPIs)

Success in this role will be measured through:

Gross Revenue Retention (GRR)

Net Revenue Retention (NRR)

Customer retention and renewal performance

Enterprise customer adoption and utilization rates

Customer health and satisfaction metrics

Time-to-value for newly onboarded enterprise customers

Executive Business Review execution quality and cadence

Strategic account growth and expansion opportunities

Team performance and employee development

Forecast accuracy and customer risk management

Large-scale deployment success for enterprise customers

Referenceable customer creation and advocacy

Customer onboarding milestone achievement

Reduction of customer escalations and risk events

QUALIFICATIONS

Minimum 10 years of customer success, account management, consulting, professional services, operations, or related customer-facing experience required.

Approximately 20 years of overall customer-facing leadership experience preferred.

10+ years leading Customer Success, Account Management, Professional Services, or post-sales organizations.

Experience managing teams of 8-12 direct reports.

Proven success supporting Fortune 1000 and large enterprise customers.

Demonstrated success leading complex enterprise deployments involving 1,000+ assets, users, vehicles, or endpoints.

Experience partnering directly with C-suite executives and executive leadership teams.

Strong financial, operational, and business acumen.

Exceptional executive presence and communication skills.

Strong analytical and data storytelling capabilities.

Proven ability to influence internal and external stakeholders across complex organizations.

Experience building and scaling high-performing teams.

Bachelor's degree required.

PREFERRED EXPERIENCE

Enterprise SaaS

Artificial Intelligence or Computer Vision solutions

Fleet Management

Transportation Technology

Telematics

IoT Platforms

Operational Analytics

Safety Technology

CORE COMPETENCIES

Executive Presence

Strategic Customer Advisory

Enterprise Change Management

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