Customer Success Manager

Title: Customer Success Manager Location: Office - Nuneaton, UK

Customer Success Manager – UK

Netradyne Europe

Location: MIRA Technology Park, Nuneaton, UK Working Arrangement: Hybrid – up to 2 days per week working from home Department: Customer Success / Operations

About the Role

Netradyne is looking for a proactive, customer-focused Customer Success Manager to support and grow our UK customer base.

In this role, you will be the primary point of contact and trusted adviser for a portfolio of customers, helping them maximise the value of Netradyne's AI-powered video safety and fleet management solutions. You will work closely with fleet, safety, operations and senior leadership teams to drive successful implementation, product adoption and measurable improvements in driver safety and operational performance.

You will take ownership of the post-sales customer journey, from onboarding and implementation through ongoing engagement, performance reviews and retention. By combining strong relationship management with data-driven insights, you will help customers achieve their objectives, identify opportunities for improvement and realise long-term value from Netradyne's technology.

As part of Netradyne Europe's international Operations team, you will collaborate with colleagues in the Netherlands, Germany and across our global organisation, including Implementation, Solutions Engineering, Support, Product and Sales.

The role is based at our MIRA Technology Park office in Nuneaton, offering hybrid working with up to two days per week from home. Regular travel to customer sites across the UK and occasional European travel will be required.

Key Responsibilities

1. Customer Relationship & Success Management

· Build and maintain strong, long-term relationships with customers across fleet, safety, operations and executive teams.

· Act as a trusted adviser, understanding customer priorities, challenges and objectives.

· Develop and maintain customer success plans aligned with agreed outcomes and measurable business value.

· Proactively manage customer expectations, risks and escalations to ensure a positive customer experience.

2. Customer Onboarding & Implementation

· Lead local customer onboarding and implementation activities, ensuring a smooth transition from sales handover through go-live.

· Coordinate implementation milestones, stakeholder engagement, training and adoption activities.

· Partner with Implementation Managers and Solutions Engineers to align platform configuration and capabilities with customer requirements.

· Support effective change management to ensure customers successfully adopt Netradyne's solutions.

3. Adoption, Performance & Value Realisation

· Drive ongoing platform adoption through customer engagement, training and best-practice sharing.

· Support customers in developing effective driver-coaching, safety and recognition programmes.

· Analyse platform data, customer health indicators and driver-performance insights to identify trends, risks and improvement opportunities.

· Conduct regular operational and executive business reviews, demonstrating measurable outcomes and recommending actions to improve performance.

4. Customer Retention & Growth

· Monitor customer satisfaction, engagement and overall account health, proactively addressing risks to retention.

· Identify opportunities to enhance customer value and expand the adoption of Netradyne's solutions.

· Collaborate with Sales on account expansion and growth opportunities.

· Capture and communicate customer feedback to Product, Support and Operations teams to drive continuous improvement.

5. Reporting & Cross-Functional Collaboration

· Track and report key customer success metrics, including adoption, safety performance, customer satisfaction, retention and growth.

· Maintain accurate customer records, success plans, risks and action items in Salesforce.

· Work closely with local and international colleagues to resolve customer issues and deliver a consistent customer experience.

· Contribute to the development and continuous improvement of customer success processes and best practices across Europe.

Qualifications & Experience

Essential

· Bachelor's degree or equivalent professional experience.

· 3+ years of experience in Customer Success, Account Management, Implementation or a similar customer-facing role within a technology-led business.

· Proven ability to manage multiple customer accounts, build trusted relationships and engage effectively with stakeholders at different organisational levels.

· Strong communication, presentation and training skills, with excellent written and spoken English.

· Good technical aptitude and the ability to understand and explain SaaS, AI-powered and connected technology solutions.

· Strong analytical skills, with the ability to interpret data and translate insights into practical recommendations and measurable outcomes.

· Proactive, organised and solution-oriented, with strong ownership, problem-solving and stakeholder management skills.

· Comfortable working independently and collaboratively within an international, cross-functional environment.

· Experience using CRM systems, preferably Salesforce, and proficiency in Microsoft 365, particularly Excel.

· Confidence using AI and digital tools to analyse information, improve productivity and prepare reports or presentations.

· Full, valid UK driving licence and willingness to travel regularly to customer locations across the UK.

· Willingness to undertake occasional European travel.

Desirable

· Experience within fleet management, telematics, video safety, transportation, logistics or related technology sectors.

· Experience supporting enterprise customers through technology implementation, onboarding and change management.

· Familiarity with customer success metrics, customer health monitoring, retention strategies and business reviews.

· Experience working with international teams and managing customer relationships in a fast-growing organisation.