Manager, Customer Success

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

If you’d like, next we can:

• Tune this further for India-specific talent market expectations
• Create a leveling version (Manager vs. Senior Manager)
• Or align this JD tightly to your CS OKRs and operating model decks