Enterprise Customer Success Manager

Enterprise Customer Success Manager

About the Job

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 continued growth and increasing adoption among enterprise customers, our solution is rapidly 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.

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, helping organizations improve driver safety, operational performance, and fleet visibility through AI-powered technology.

As our enterprise business continues to scale, we are evolving Customer Success into a more strategic, proactive, and commercially focused organization.

Enterprise Customer Success Manager

Overview

The Enterprise Customer Success Manager is a strategic customer-facing leader responsible for managing a focused portfolio of Netradyne’s largest and most important enterprise customers.

This role combines customer strategy, operational execution, data-driven consulting, and commercial ownership to ensure customers maximize the value of Netradyne’s AI-powered fleet safety platform.

The Enterprise Customer Success Manager will own approximately 4–6 high-value enterprise customers representing $4M–$6M+ in ARR and lead the customer journey across implementation, adoption, value realization, retention, renewal, and expansion.

This individual will serve as a trusted advisor to executive stakeholders, helping customers define measurable business objectives, establish Customer Success Plans, accelerate deployment and adoption, and demonstrate tangible impact across safety, operations, and overall fleet performance.

The Enterprise Customer Success Manager will also serve as the primary cross-functional leader for assigned accounts, partnering closely with Sales, Implementation, Product, Support, Field Engineering, and other internal teams to ensure customers view Netradyne as a strategic business partner rather than simply a technology provider.

The ideal candidate brings significant enterprise customer-facing experience, strong executive presence, commercial instincts, analytical capabilities, and a demonstrated record of driving adoption, retention, expansion, and measurable customer outcomes.

Essential Functions

Executive Customer Leadership

• Build trusted advisor relationships across multiple levels of each customer organization, from day-to-day champions to executive decision-makers.
• Develop relationships with executive stakeholders across Operations, Safety, IT, Finance, and other functional leadership teams.
• Understand each customer’s business objectives, operational challenges, safety priorities, and ROI expectations.
• Lead strategic customer conversations focused on measurable business outcomes and long-term value.
• Facilitate Executive Business Reviews focused on ROI, adoption, safety performance, operational improvements, and strategic priorities.
• Build multi-threaded relationships that strengthen customer retention and create long-term strategic partnerships.

Strategic Enterprise Onboarding & Adoption

• Own Customer Success strategy throughout enterprise implementation, deployment, onboarding, and adoption.
• Partner closely with Project Management, Implementation, and customer stakeholders to drive successful enterprise deployments.
• Maintain executive and stakeholder alignment throughout implementation.
• Identify implementation risks early, remove blockers, and mobilize appropriate internal resources.
• Drive customer readiness, adoption, training, and change management.
• Accelerate the transition from deployment to meaningful adoption and measurable customer value.
• Establish clear milestones, accountability, and success criteria throughout the onboarding process.

Data & Analytics Leadership

• Translate Netradyne data, analytics, and product insights into compelling business and ROI narratives.
• Help customers leverage operational, safety, and fleet data to improve business performance.
• Develop and maintain strategic Customer Success Plans with measurable goals, success metrics, milestones, and ownership.
• Monitor customer health across adoption, engagement, sentiment, business value, implementation progress, and product experience.
• Use customer data to identify potential risks, adoption gaps, and opportunities for additional value.
• Lead strategic conversations centered on measurable outcomes rather than product activity alone.

Retention, Renewals & Expansion

• Own the Customer Success renewal motion across assigned enterprise accounts.
• Drive account health, ROI validation, forecasting, executive alignment, and risk mitigation throughout the renewal lifecycle.
• Proactively identify churn and renewal risks and develop recovery plans.
• Identify expansion opportunities based on customer needs, product adoption, fleet and device utilization, new geographies, and additional use cases.
• Partner with Sales to develop qualified expansion opportunities supported by clear customer value and business justification.
• Build relationships and success strategies that strengthen long-term retention and expansion.

Voice of the Customer

• Serve as a strong advocate for enterprise customers across Netradyne.
• Capture customer product feedback, feature requests, workflow challenges, and emerging business needs.
• Partner with Product, Sales, Support, Implementation, and Operations to identify trends and prioritize high-impact customer opportunities.
• Close the loop with customers regarding product feedback, roadmap developments, and internal actions.
• Ensure customer insights are communicated effectively across internal stakeholder groups.

Operational Excellence

• Maintain disciplined account planning, Customer Success Plans, Executive Business Reviews, renewal forecasting, and customer governance.
• Provide proactive visibility into customer health, risks, implementation progress, and expansion opportunities.
• Partner cross-functionally with Sales, Product, Engineering, Support, Field Engineering, Implementation, and Operations.
• Create consistent, repeatable customer engagement practices that improve customer experience and scalability.
• Operate with a proactive mindset focused on customer outcomes, risk prevention, and measurable business value.

Key Performance Indicators (KPIs)

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer retention and renewal performance
• Enterprise customer adoption and utilization
• Customer health and satisfaction metrics
• Successful and on-time enterprise implementations
• Time-to-value for newly onboarded customers
• Executive stakeholder engagement
• Executive Business Review execution and cadence
• Customer Success Plan execution
• Renewal health and forecast accuracy
• Proactive account-risk identification and recovery
• Strategic account expansion opportunities
• Measurable customer ROI and value realization
• Customer satisfaction and advocacy

The Customer Success operating model includes targets such as 100% GRR, 120% NRR, 95%+ on-time implementation delivery, and 90%+ CSAT, with a strong emphasis on customer retention, implementation velocity, and measurable value realization.

Qualifications

• Significant experience in Customer Success, Strategic Account Management, Enterprise Account Management, Professional Services, Consulting, Implementation, or another strategic post-sales role.
• Experience managing complex enterprise customers and developing relationships with senior and executive stakeholders.
• Demonstrated success driving customer adoption, retention, renewals, expansion, and measurable business outcomes.
• Experience leading customers through complex implementations, deployments, or technology transformations.
• Strong commercial instincts and the ability to recognize and develop expansion opportunities.
• Ability to translate analytics and customer data into compelling business and ROI narratives.
• Exceptional communication, executive presence, and relationship-building skills.
• Strong cross-functional leadership capabilities with the ability to influence Sales, Product, Engineering, Support, and Operations without direct authority.
• Highly proactive mindset with the ability to identify customer risk early and mobilize appropriate teams toward resolution.
• Experience supporting large, complex enterprise or Fortune 1000 customers preferred.
• Bachelor’s degree or equivalent professional experience.

Preferred Experience

• Enterprise SaaS
• Artificial Intelligence or Computer Vision solutions
• Fleet Management and/or Telematics
• Transportation Technology and/or Logistics
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