Job Title: Sr Specialist - Customer Success
Location: Bengaluru (Hybrid)
Timings: PST timezone
Experience: 2-4 Years

About Netradyne:

Netradyne is a leader in AI-powered fleet safety solutions, providing cutting-edge technology that helps businesses improve driver behavior, reduce risk, and enhance operational efficiency. Our Customer Success team is at the heart of ensuring our customers achieve their business goals while maximizing the value of our solutions.

About the Role:

We are looking for a Sr Specialist - Customer Success to drive customer engagement, retention, and expansion at scale. This role is ideal for someone with a strong understanding of customer success processes, the scaled customer success model, and a growth-driven mindset. In this role, you will play a critical part in owning revenue expansion through proactive customer engagement and identifying opportunities for upsell and cross-sell.

Key Responsibilities:

• Revenue Growth & Expansion: Identify expansion opportunities, work on upsell/cross-sell motions, and collaborate with sales to drive Net Revenue Retention (NRR).
• Retention & Churn Mitigation: Use customer data and insights to anticipate risks, proactively address challenges, and drive renewals.
• Tech-Touch & Scaled Engagement: Manage a large portfolio of customers using automated and one-to-many engagement strategies to deliver consistent value.
• Customer Experience: Foster strong relationships with customers, measure Customer Experience Scores (CES).
• Strategic Account Management: Work with cross-functional teams to ensure a seamless customer journey, from onboarding to renewal and expansion.
• Data-Driven Decision Making: Leverage customer health metrics to personalize engagement strategies and improve customer satisfaction.

Key Metrics for Success:

• Net Revenue Retention (NRR) & Expansion Revenue (Primary KPI)
• Customer Retention & Churn Rate
• Customer Experience Score (CES)
• Adoption & Product Usage Metrics

Key Qualifications & Skills:

• Experience: 2-4 years in Customer Success, Account Management, or a related role in a SaaS company.
• Revenue Ownership Mindset: Comfortable with identifying and executing expansion opportunities.
• Scaled Customer Success Expertise: Understanding of customer segmentation, automation, and digital-first engagement strategies.
• Customer-Centric & Growth-Oriented: Passion for driving customer success while being accountable for revenue growth.
• Analytical & Data-Driven: Ability to interpret customer data, predict risk, and take proactive action.
• Strong Communication & Influence Skills: Ability to engage decision-makers and drive value-based conversations.
• Tech-Savvy: Familiarity with Gainsight and CRM platforms like Salesforce.

Why Join Netradyne?

• Work with industry-leading AI technology in a fast-paced, innovative environment.
• Be part of a customer-obsessed team that values ownership, collaboration, and growth.
• Own revenue and expansion opportunities while delivering world-class customer success.
• Competitive salary and benefits package with opportunities for career growth.

OVERVIEW:

The Associate Director of Customer Enablement will lead Enterprise Client Video Safety Technology Deployment and oversee the end-to-end implementation of our video-based safety systems for clients and internal teams. This role involves coordinating cross-functional teams, managing timelines and budgets, and ensuring seamless integration of hardware (e.g., cameras, sensors) and software (e.g., AI analytics platforms). Successful candidates will thrive working in a fast-paced environment with strong problem-solving skills, and the ability to create strategic influence both inside and outside of the organization. This role reports to the Snr Director of Enterprise Implementation within Customer Success. This position is ideal for a technical-savvy leader with experience in tech deployments, particularly in video safety technology.

ESSENTIAL FUNCTIONS:

• Lead complex deployment projects for video safety technology, including planning, execution, and post-deployment support, ensuring alignment with client requirements, timelines, and client hardware orders.
• Develop and maintain project plans, communication strategies, and processes to track progress, risks, and milestones.
• Collaborate with engineering, product, sales, and client teams to define project scope, allocate resources, and resolve technical issues during deployment.
• Optimize deployment procedures, including coordination with Field Engineers for hardware installation, Engineering for software configuration, and integration with existing systems (e.g., access control, IoT devices).
• Manage stakeholder expectations, including coordinating site assessments, client training sessions, and handover documentation to ensure smooth adoption.
• Identify and mitigate project risks, such as technical compatibility challenges or regulatory compliance (e.g., data privacy in video surveillance).
• Track project hardware orders, procurement, and revenue impacts, providing regular status reports to leadership.
• Support continuous improvement by gathering feedback from deployments and recommending enhancements to our video safety platform.
• Alignment with contract/SLAs
• Travel as needed (up to 30%) for on-site deployments, client meetings, or vendor coordination.

QUALIFICATIONS:

• 15+ years of experience in project management, with at least 3 years focused on technology deployments, preferably in video surveillance, safety systems, or IoT/hardware integrations.
• Proven track record managing multiple projects in a fast-paced environment, including budget oversight and team coordination.
• Strong technical knowledge of video technologies (e.g., CCTV, AI analytics, cloud-based storage) and deployment tools (e.g., project management software like Asana, Jira, or Microsoft Project).
• Excellent communication, organizational, and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
• PMP certification or equivalent is highly preferred

Preferred Skills:

• Experience in a startup or high-growth company, where you've handled ambiguity and scaled processes.
• Familiarity with safety regulations (e.g., OSHA, GDPR for video data) and industry standards for video safety deployments.
• Proficiency in agile methodologies and tools for risk assessment and change management.
• Background in public safety or enterprise SaaS deployments, such as those involving hardware-software hybrids.

EDUCATION:

• Bachelor's degree in Information Technology, Engineering, Business, or a related field; equivalent experience may be considered.

Economic Package Includes: 

• Base Salary + annual bonus eligibility   
• Company equity
• 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

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

OVERVIEW:

Netradyne is seeking a highly motivated Customer Success Manager / Program Manager to own and operate the Amazon Relay Rewards program in the United States, while also supporting additional Amazon‑related programs and initiatives. This role is critical to ensuring successful execution, strong customer engagement, and cross‑functional alignment across Sales, Product, Operations, Support, and Finance.

The ideal candidate is a self‑starter with exceptional customer‑facing skills, strong program and project management discipline, and the ability to execute independently with minimal direction in a fast‑moving, high‑visibility environment.

ESSENTIAL FUNCTIONS:

Key Responsibilities

Relay Rewards Program Ownership

• Serve as the primary owner for the Amazon Relay Rewards program in the US, responsible for end‑to‑end execution, delivery, and operational excellence.
• Act as the day‑to‑day point of contact for Amazon stakeholders related to Relay Rewards, managing communications, escalations, and expectations.
• Drive program readiness, launch coordination, and ongoing optimization across sales, onboarding, installs, CS, billing, and support workflows.
• Track program performance, risks, and dependencies; proactively identify issues and drive resolution without requiring constant oversight.

Customer & Stakeholder Management

• Build and maintain strong, trusted relationships with Amazon program owners, operations leaders, and internal Netradyne teams.
• Lead customer‑facing meetings, status reviews, and program updates with confidence and professionalism.
• Represent the voice of the customer internally, ensuring Amazon requirements and expectations are clearly understood and executed.

Program & Project Management

• Own and maintain program plans, timelines, milestones, and action trackers across multiple concurrent Amazon initiatives.  
• Coordinate cross‑functional teams (Sales, CS, Product, Ops, Finance, Support) to deliver against program commitments.
• Ensure dependencies, risks, and blockers are surfaced early and driven to closure.
• Support new Amazon pilots, expansions, or operational initiatives beyond Relay Rewards as needed.

Operational Excellence & Execution

• Translate high‑level program goals into clear, actionable execution plans.
• Ensure operational processes scale effectively as program volume grows.
• Partner with internal teams to improve tooling, reporting, and workflows tied to Amazon programs.  
• Maintain high attention to detail across contracts, SLAs, program requirements, and operational handoffs.

QUALIFICATIONS:

• 7+ years of experience in Customer Success, Program Management, Project Management, or Enterprise Account Operations.
• Proven experience managing large, complex enterprise customers, ideally in a B2B SaaS, logistics, transportation, or technology environment.
• Strong customer‑facing presence with the ability to communicate clearly, confidently, and professionally at multiple levels.
• Demonstrated ability to self‑direct, prioritize, and execute in an ambiguous environment with minimal guidance.
• Excellent organizational skills with a track record of managing multiple workstreams simultaneously.
• Comfortable driving accountability across cross‑functional teams without direct authority.

Preferred Qualifications

• Experience supporting Amazon or similarly complex enterprise customers.
• Background in program launches, pilots, or large‑scale rollouts.
• Familiarity with logistics, fleet operations, safety technology, or incentive‑based programs.
• Experience working closely with Product and Engineering teams on customer‑driven initiatives.

EDUCATION:

• Bachelor’s degree required

Economic Package Includes: 

• Base Salary + annual bonus eligibility   
• Company equity
• 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

Job Title:  Sr. Technical Support Analyst

Experience: 4- 6 Years

Senior Technical Support Analyst acts as a key first‑level liaison between Netradyne and our customers. In this role, you will be responsible for diagnosing and resolving technical issues reported by customers while collaborating with cross‑functional teams to ensure timely and effective resolutions. You will directly engage with customers to troubleshoot in‑field hardware and software issues related to Netradyne’s connected vehicle platforms.

This position plays a critical role in ensuring customer success by providing prompt and accurate resolutions to customer‑reported issues and service requests. The ideal candidate will have strong English communication skills, excellent customer‑relationship abilities, and prior experience supporting international customers (US or UK preferred).

As a 24x7x365 operations center, we require candidates who are flexible to work in any shift based on business needs, including weekends (Saturday and/or Sunday)

Key Responsibilities:

• Troubleshoot and resolve customer-reported issues via phone, chat, and remote tools.
• Perform root cause analysis and recommend corrective actions.
• Collaborate with engineering, QA, and product teams to resolve technical challenges.
• Work with engineers, support rotations, including incident escalation handling.
• Maintain proper case documentation and timely follow-ups with customers.
• Escalate unresolved or critical issues with supporting technical details.

Must-Have Skills:

• 8–12 years of technical support experience, preferably with SaaS or cloud-based platforms.
• Basic SQL knowledge and working experience with one or more databases (Postgres, MySQL, etc.).
• Familiarity with ITSM tools (e.g., ServiceNow, JIRA, or Salesforce).
• Good hands-on experience with REST APIs and webhooks.
• Experience in analyzing, investigating, and identifying the root cause of complex customer issues, and communicating findings to the relevant group for resolution.
• Strong problem-solving and communication skills.
• Ability to work in shifts and under pressure.
• Proven ability to collaborate in a dynamic, fast-paced team environment. The candidate should also contribute positively to team culture and foster a collaborative and inclusive workplace.

Nice-to-Have Skills:

• Exposure to cloud technologies (Docker, Kubernetes, Microservices).
• Experience with at least one scripting language (e.g., Python, Shell, or Java).
• Familiarity with monitoring tools and incident management processes.
• Understanding of network protocols, system-level troubleshooting.
• Awareness of AI/ML concepts and their application is a plus.

Qualifications & Academics

A bachelor's degree in a tech-related field - B.E. / BTech / MCA