Senior Manager, Customer SuccessOVERVIEWThe 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 FUNCTIONSExecutive 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.
LOCATIONPreferred 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
