Overview In this role you will lead the Customer Success function for BlackBerry Radar's strategic accounts, shaping long-term partnerships and sustainable growth. You will coach a team of Account Relationship Managers, drive renewal protection, and uncover expansion opportunities while partnering with Sales, Product and Engineering to maximize customer value. You will steer executive-level engagements and translate client outcomes into measurable ROI, elevating both customer experience and commercial performance. This is a high-impact leadership role at the intersection of customer advocacy and revenue growth.
Compensation / Benefits- SIP bonus program tied to sales performance
- comprehensive medical, dental, vision, life and disability insurance
- retirement plan and employee share purchase program
- paid time off
- flexible benefits supporting well-being
- competitive base compensation
Responsibilities- Lead Strategic Accounts & Customer Success: coach a high-performing ARMs team, build executive relationships, set engagement and account planning strategy, oversee Executive Business Reviews, and manage opportunities and risks.
- Drive Retention, Renewals & Growth: protect renewals, reduce churn, collaborate with Sales on renewal strategy, identify expansion opportunities, and boost adoption across strategic accounts.
- Deliver Measurable Customer Value: guide onboarding to expansion with a value-focused approach, track health/adoption/retention metrics, and run value-driven Executive Business Reviews.
- Be the Voice of the Customer: align priorities with business opportunities across Sales, Product and Engineering, champion feedback, and drive continuous improvement across the journey.
Key requirements- Proven customer success and strategic account leadership with senior stakeholder visibility.
- Strong people leadership, coaching, and accountability culture building.
- Commercial acumen with track record in retention, renewals, expansion and revenue growth.
- Strategic, data-driven mindset using health, adoption, engagement and commercial insights.
- Ability to translate technology into business value and ROI, with excellent communication and executive presence.
- Cross-functional leadership to collaborate with Sales, Product, and Engineering and influence decisions.
- Advanced expertise in CS, Strategic Account Management, Professional Services or related leadership roles.
- Experience designing and implementing CS programs including health scoring, engagement models, KPIs and success metrics.
- Industry experience in transportation, logistics, fleet management, telematics, IoT or enterprise SaaS preferred.
- Executive presence
- Strategic, consultative communication
- Collaboration and influence without formal authority
- Customer Success
- Strategic Account Management
- Professional Services
