Manager, Customer Success

About this role

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 retenti

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