Senior Manager leading Clio’s legal - tech customer success platforms and AI applications. Owning Salesforce, customer success tooling, AI agents, vendors, and platform strategy.
About the role
- Senior manager leading strategic accounts and customer success for BlackBerry Radar’s transportation asset intelligence platform. Driving retention, adoption, renewals, expansion and customer lifetime value.
Responsibilities
- Lead, coach and develop a high-performing team of Account Relationship Managers
- Build trusted, executive-level relationships across strategic customer accounts
- Set strategy for customer engagement, account planning and Executive Business Reviews
- Provide senior leadership on complex customer opportunities, challenges and escalations
- Establish proactive strategic-account management and identify opportunities and risks
- Develop and execute retention, renewal and churn-risk strategies
- Partner with Sales on renewal strategy, account planning and long-term growth opportunities
- Identify expansion opportunities through additional deployments, assets and use cases
- Drive adoption and utilization of BlackBerry Radar solutions
- Set the standard for the customer journey from onboarding and implementation through adoption, renewal and expansion
- Use customer health, engagement, adoption and retention insights to identify risks and opportunities
- Ensure customers achieve operational and business outcomes from their investment
- Lead Executive Business Reviews connecting solutions to value, ROI and operational improvements
- Partner with Sales, Product and Engineering to align customer priorities with business opportunities
- Champion customer feedback and bring market and customer intelligence into the business
- Drive continuous improvement across the customer journey
Requirements
- Proven customer success and strategic account leadership
- Ability to build trusted relationships with senior and executive-level stakeholders and navigate complex customer organizations
- Experience coaching and developing customer-facing teams
- Commercial understanding of customer retention, renewals, expansion and revenue growth
- Strategic, data-driven approach to customer success
- Ability to translate technology into business value and demonstrate outcomes, value realization and ROI
- Excellent communication, influencing and executive presence
- Strong cross-functional leadership
- Advanced expertise in Customer Success, Strategic Account Management, Professional Services, Account Management, or other customer-facing leadership functions
- Demonstrated leadership experience building, coaching, and developing high-performing customer-facing teams
- Proven success driving customer retention, customer satisfaction, product adoption, and revenue growth within existing accounts
- Experience designing and implementing Customer Success programmes, including customer health scoring, engagement models, operational processes, KPIs, and success metrics
- Strong executive presence and ability to act as a strategic advisor to customers
- Exceptional communication, relationship management, problem-solving, and conflict-resolution skills
- Data-driven mindset and ability to analyse customer insights and translate findings into actionable business strategies
- Experience collaborating cross-functionally with Sales, Product Management, Engineering, Operations, and Customer Support teams
- Industry experience in transportation, logistics, fleet management, telematics, IoT, asset tracking, or enterprise SaaS is strongly preferred
- Bachelor's degree in Business, Supply Chain Management, Technology, or a related field, or an equivalent combination of education and practical experience
Benefits
- BlackBerry Sales Incentive Pay (SIP) bonus incentive program
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Retirement benefits
- Employee share purchase program
- Paid time off
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