Manager, Customer Success

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.

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.

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
• Data Storytelling
• Business Intelligence & Analytics
• Customer Value Realization
• Large-Scale Program Leadership
• Executive Communication
• Cross-Functional Leadership
• Customer Success Operations
• Team Leadership & Coaching
• Operational Excellence
• Revenue Retention & Growth
• Enterprise Deployment Strategy
• Consultative Leadership