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 • 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 EDUCATION • Bachelor's Degree required. • Master's degree preferred. LOCATION Preferred Location: Nashville, TN Alternative Location: San Diego, CA Qualified candidates in these locations will receive preferred consideration. TRAVEL REQUIREMENTS • Ability to travel up to 30% of the time throughout the United States. • Travel will include customer site visits, Executive Business Reviews, strategic account meetings, onboarding activities, leadership engagements, and industry events. COMPENSATION PACKAGE • Base Salary: $150,000 - $195,000 USD • Eligible for annual performance bonus • Company equity BENEFITS • Company Paid Health Care, Dental, and Vision Coverage for you and most of your dependents • Generous PTO and Sick Leave • 401(k) with generous company match • Disability, Life Insurance, and Ancillary Benefits • And much more EQUAL OPPORTUNITY EMPLOYER We are committed to an inclusive and diverse team. Netradyne is an equal-opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status. If there is a match between your experiences, skills, and the Company's needs, we will contact you directly. Applicants only. Recruiting agencies do not contact. RECRUITMENT FRAUD ALERT There has been an increase in fraud that targets job seekers. Scammers may present themselves as Netradyne employees or recruiters. Please be aware that Netradyne does not request sensitive personal information via text message or unsecured communication methods, does not request advance payment for equipment, and does not use recruiting agencies that charge candidates fees of any kind. Official communication regarding your application will only come from email addresses ending in @netradyne.com or @us-greenhouse-mail.io. United States $150,000—$195,000 USD San Diego Pay Range $150,000—$195,000 USD We are committed to an inclusive and diverse team. Netradyne is an equal-opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status. If there is a match between your experiences/skills and the Company's needs, we will contact you directly. Netradyne is an equal-opportunity employer. Applicants only - Recruiting agencies do not contact. Recruitment Fraud Alert! There has been an increase in fraud that targets job seekers. Scammers may present themselves to job seekers as Netradyne employees or recruiters. Please be aware that Netradyne does not request sensitive personal data from applicants via text/instant message or any unsecured method; does not promise any advance payment for work equipment set-up and does not use recruitment or job-sourcing agencies that charge candidates an advance fee of any kind. Official communication about your application will only come from emails ending in ‘@netradyne.com’ or ‘@us-greenhouse-mail.io’. Please review and apply to our available job openings at Netradyne.com/company/careers. For more information on avoiding and reporting scams, please visit the Federal Trade Commission's job scams website.