Job Description
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.
Manager, Customer Success (Team Leader – Scaled/Pooled Model)
Location: Bengaluru (Hybrid)
Working Hours: PST Time Zone
Experience: 8–15 Years
About Netradyne
Netradyne is a leader in AI-powered fleet safety and video telematics solutions, helping customers improve driver behavior, reduce accidents, and realize measurable operational and financial outcomes. Customer Success at Netradyne is accountable for customer value realization, retention, and advocacy at scale, ensuring customers achieve strong ROI from their investment.
Role Overview
We are seeking a hands-on Manager, Customer Success to act as a Team Leader for a pooled Customer Success function supporting our long-tail customer segment. This role is designed for a working manager who balances direct customer engagement with day-to-day team leadership, execution excellence, and continuous improvement.
The primary focus of this role is driving customer adoption, validating ROI, managing risk, and ensuring retention through a scaled, digital-first engagement model. Expansion support is provided through the identification and generation of CS Qualified Leads (CSQLs) in partnership with Sales—not through direct ownership of expansion quota.
You will lead a pooled team model that delivers consistent, high-quality customer outcomes in a lower-touch, tech-enabled, and highly efficient manner, while reserving higher-touch engagement for risk, complexity, or value inflection points.
Key Responsibilities
Working Manager & Team Leadership
- Lead, coach, and develop a pooled team of Customer Success Managers supporting long-tail customers
- Operate as a player-coach, maintaining direct ownership of a subset of accounts or customer programs
- Establish clear priorities, workflows, and operating cadences for a pooled, shared-book model
- Set expectations for customer engagement quality, responsiveness, and value delivery
- Provide regular feedback, enablement, and performance coaching focused on execution excellence
Customer Value, ROI Validation & Retention
- Ensure customers are realizing measurable value and ROI from Netradyne solutions
- Drive consistent value validation practices, including outcome tracking, success milestones, and business reviews (scaled/digital)
- Monitor customer health signals, adoption patterns, and risk indicators across the pooled book
- Proactively manage churn risk and lead coordinated interventions when customer health deteriorates
- Own renewal readiness and retention execution for the long-tail customer segment
Scaled & Digital Customer Engagement Model
Execute a low-touch / digital-first Customer Success model, including:
- Digital onboarding and in-product enablement
- Webinars, one-to-many training, and lifecycle communications
- Automated health monitoring and triggered outreach
Run a pooled coverage model to ensure efficient, consistent support while maintaining accountability
Apply a “pulled engagement” approach, escalating to higher-touch engagement when driven by risk, adoption gaps, or value milestones
Continuously refine playbooks, customer journeys, and digital tooling to improve scale and outcomes
Expansion Support via CSQL Generation
- Identify expansion signals through customer conversations, usage trends, and value realization
- Generate and qualify CS Qualified Leads (CSQLs) for Sales based on clear value alignment
- Partner closely with Sales to ensure smooth handoff and customer-aligned expansion conversations
- Maintain focus on customer outcomes first, ensuring expansion opportunities are rooted in proven ROI
Cross-Functional Collaboration
- Act as the voice of SMB to Small Mid-Market customers in feedback loops with Product, Support, and Implementation
- Partner with Support and Field Engineering to address systemic issues impacting adoption or value
- Provide structured customer and field insights to Product Management to influence roadmap decisions
Data-Driven Execution & Continuous Improvement
- Track and manage key customer health, adoption, retention, and value metrics
- Use data to prioritize actions, improve efficiency, and evolve the pooled CS model
- Identify process gaps and drive operational improvements that support scale and consistency
Success Metrics
- Gross Retention Rate (GRR) / Churn Reduction (Renewals)
- Customer Adoption & Time-to-Value
- Documented ROI & Value Realization
- Customer Health Scores (for pooled segment)
- Volume and Quality of CS Qualified Leads (CSQLs)
- Team Execution Quality & SLA Adherence
Qualifications & Experience
- 8–15 years of experience in Customer Success, Account Management, or SaaS customer-facing roles
- Prior experience as a hands-on manager or team lead in a scaled or pooled CS environment
- Strong background in customer value realization, adoption, and retention
- Experience supporting long-tail or mid-market customers using digital / low-touch models
- Ability to balance strategic thinking with detailed execution
- Strong analytical skills with comfort using customer health and usage data
- Excellent communication skills across customers and internal partners
- Experience with Salesforce, Gainsight, or similar Customer Success platforms
Why Join Netradyne
- Play a critical role in shaping a modern, scaled Customer Success model
- Lead with impact—owning customer outcomes, value delivery, and retention
- Work with innovative AI-driven technology in a high-growth environment
- Opportunity to grow leadership scope while staying close to customers
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.
