Enterprise Customer Success Manager

Netradyne • San Diego, CA

2d • $130,000 - $150,000

About The Position

The Enterprise Customer Success Manager is a strategic, customer-facing leader responsible for a focused portfolio of approximately 4–6 of Netradyne’s largest enterprise customers, representing $4M–$6M+ in annual recurring revenue. The role owns the customer journey across implementation, adoption, value realization, retention, renewal, and expansion, ensuring customers maximize the value of Netradyne’s AI-powered fleet safety platform.

This role serves as a trusted advisor to customer executives and stakeholders, helping define measurable business objectives, establish Customer Success Plans, accelerate deployment and adoption, and demonstrate impact across safety, operations, and fleet performance. The manager leads cross-functional coordination with Sales, Implementation, Product, Support, Field Engineering, and other teams, positioning Netradyne as a strategic business partner.

The position emphasizes executive engagement, data-driven consulting, commercial ownership, customer outcomes, and proactive risk management. The Customer Success operating model includes targets such as 100% gross revenue retention, 120% net revenue retention, 95%+ on-time implementation delivery, and 90%+ customer satisfaction. Travel as needed throughout the United States is required for strategic customer engagements, executive reviews, implementations, site visits, and industry events. Preferred locations are San Diego or the San Francisco Bay Area, California, and Nashville, Tennessee; candidates in these locations receive preferred consideration.

Requirements

• 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 building 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 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 and ability to influence Sales, Product, Engineering, Support, and Operations without direct authority.
• Proactive approach to identifying customer risk early and mobilizing teams to resolve it.
• Bachelor’s degree or equivalent professional experience.
• Ability to travel as needed throughout the United States for customer engagements, Executive Business Reviews, implementations, site visits, and industry events.

Nice To Haves

• Experience supporting large, complex enterprise or Fortune 1000 customers.
• Experience with Enterprise SaaS.
• Experience with Artificial Intelligence or Computer Vision solutions.
• Experience with Fleet Management or Telematics.
• Experience with Transportation Technology or Logistics.
• Experience with IoT or Connected Operations.
• Experience with Safety Technology.
• Experience with Operational Analytics.
• Experience with complex physical technology or hardware deployments.
• Experience with Gainsight or similar Customer Success platforms.
• Experience with Salesforce or similar CRM platforms.

Responsibilities

• Build trusted relationships with customer stakeholders at all levels, including executive decision-makers across Operations, Safety, IT, Finance, and other functions.
• Understand customers’ business objectives, operational challenges, safety priorities, and ROI expectations, and lead strategic conversations focused on measurable outcomes.
• Facilitate Executive Business Reviews covering ROI, adoption, safety performance, operational improvements, and strategic priorities.
• Own Customer Success strategy through enterprise implementation, deployment, onboarding, and adoption; maintain stakeholder alignment and establish milestones, accountability, and success criteria.
• Partner with Project Management, Implementation, and customer stakeholders to deliver successful enterprise deployments; identify risks early, remove blockers, and mobilize internal resources.
• Drive customer readiness, training, change management, adoption, and transition from deployment to meaningful value realization.
• Translate product insights, analytics, and customer data into business and ROI narratives; help customers use operational, safety, and fleet data to improve performance.
• Develop and maintain 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 adoption gaps, risks, and opportunities for additional value, and lead outcome-focused customer discussions.
• Own the renewal motion for assigned enterprise accounts, including account health, ROI validation, forecasting, executive alignment, risk mitigation, and recovery planning.
• Identify churn and renewal risks proactively 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 qualify and develop opportunities supported by customer value and business justification.
• Advocate for enterprise customers and capture product feedback, feature requests, workflow challenges, and emerging business needs.
• Coordinate with Product, Sales, Support, Implementation, Operations, Engineering, and Field Engineering to communicate customer insights, prioritize opportunities, and close the loop with customers.
• Maintain disciplined account planning, Customer Success Plans, Executive Business Reviews, renewal forecasting, customer governance, and visibility into customer health, risks, implementation progress, and expansion opportunities.
• Develop consistent and repeatable customer engagement practices, with a proactive focus on customer outcomes, risk prevention, and measurable business value.

Benefits

• Company-paid health care, dental, and vision coverage for the employee and most dependents.
• Generous paid time off and sick leave.
• 401(k) with company match.
• Disability insurance, life insurance, and ancillary benefits.
• Additional company-sponsored benefits and employee programs.
• Eligible for an annual performance bonus.
• Company equity / RSUs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level