Worker Sub-Type:
Regular
Job Description:
Built for Transportation Asset Intelligence
BlackBerry Radar is an Asset Intelligence Platform for Transportation that helps operators turn reliable equipment data into useful operational information. Its cloud-based software and portal help teams understand equipment location, activity, and condition and apply that information within day-to-day operating processes. Purpose-built, easy-to-install monitoring hardware provides the reliable field-data foundation across chassis, trailers, containers and railcars. Data is transmitted and stored securely through BlackBerry Radar's cloud platform using security and privacy safeguards designed for enterprise use.
Are you a commercially minded Customer Success leader who knows how to turn strategic customer relationships into long-term partnerships and sustainable growth?
We’re looking for a leader to shape the success of BlackBerry Radar’s most strategic customers, bringing together customer advocacy, commercial focus and strong people leadership.
You’ll lead a team of Account Relationship Managers and take ownership of the strategies that strengthen customer relationships, accelerate adoption, protect renewals and uncover opportunities for growth. Working closely with Sales, Product and Engineering, you’ll ensure our customers realize measurable value from BlackBerry Radar while bringing their priorities and insights back into the business.
This is an opportunity to make a visible impact on both the customer experience and our commercial success, helping us deepen strategic partnerships and grow customer lifetime value.
What you’ll do
Lead Strategic Accounts & Customer Success
- Lead, coach and develop a high-performing team of Account Relationship Managers, creating a culture of accountability, customer advocacy and commercial awareness.
- Build trusted, executive-level relationships across our most strategic customer accounts.
- Set the strategy for customer engagement, account planning and Executive Business Reviews, ensuring we clearly demonstrate value, business outcomes and ROI.
- Provide senior leadership and direction on complex customer opportunities, challenges and escalations.
- Establish a consistent, proactive approach to managing strategic accounts and identifying opportunities and risks early.
Drive Retention, Renewals & Growth
- Develop and execute strategies that strengthen retention, protect renewals and minimize churn risk.
- Partner closely with Sales on renewal strategy, account planning and long-term growth opportunities.
- Identify opportunities to expand existing relationships through additional deployments, assets and use cases.
- Drive stronger adoption and utilization of BlackBerry Radar solutions across strategic accounts.
- Translate customer value into sustainable commercial outcomes and increased customer lifetime value.
Deliver Measurable Customer Value
- Set the standard for a seamless customer journey, from onboarding and implementation through adoption, renewal and expansion.
- Use customer health, engagement, adoption and retention insights to identify risks, opportunities and areas for intervention.
- Ensure customers achieve clear operational and business outcomes from their investment.
- Lead impactful Executive Business Reviews that connect BlackBerry Radar’s solutions to measurable value, ROI and operational improvements.
- Build a customer success approach that is proactive, insight-led and focused on value realization.
Be the Voice of the Customer
- Partner across Sales, Product and Engineering to align customer priorities with business opportunities.
- Champion customer feedback internally, ensuring insights from strategic accounts help inform decision-making.
- Bring market and customer intelligence into the business to help identify emerging needs and opportunities.
- Drive continuous improvement across the customer journey, identifying ways to make it easier for customers to realize value and grow their relationship with us.
What success looks like:
You’ll have a clear impact on both customer outcomes and commercial performance, including:
- Strong customer retention and renewal performance.
- Increased net revenue retention.
- Growth and expansion across strategic accounts.
- Increased customer adoption and utilization.
- Growth in customer lifetime value.
- Strong customer satisfaction, advocacy and executive engagement.
- A high-performing Account Relationship Management team with clear accountability for customer outcomes.
What you’ll bring
- Proven customer success and strategic account leadership, with the ability to build trusted relationships with senior and executive-level stakeholders and navigate complex customer organizations.
- Strong people leadership skills, with experience coaching and developing customer-facing teams, setting clear expectations and creating a culture of accountability, collaboration and high performance.
- Commercial acumen, with a strong understanding of customer retention, renewals, expansion and revenue growth, and the ability to identify opportunities that create value for both the customer and the business.
- A strategic, data-driven approach to customer success, using customer health, adoption, engagement and commercial insights to anticipate risk, prioritize opportunities and inform account strategy.
- The ability to translate technology into business value, connecting solutions to customers’ operational priorities and clearly demonstrating outcomes, value realization and ROI.
- Excellent communication, influencing and executive presence, with the confidence to lead strategic conversations, Executive Business Reviews, negotiations and complex customer situations.
- Strong cross-functional leadership, with the ability to partner effectively across Sales, Product, Engineering and other teams, champion the voice of the customer and influence decisions without direct authority.
- 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.
- Proven experience designing and implementing Customer Success programmes, including customer health scoring, engagement models, operational processes, KPIs, and success metrics.
- Strong executive presence with the ability to build trusted relationships, influence senior stakeholders, and act as a strategic advisor to customers.
- Exceptional communication, relationship management, problem-solving, and conflict-resolution skills.
- Data-driven mindset with the ability to analyse customer insights, identify trends, and translate findings into actionable business strategies.
- Experience collaborating cross-functionally with Sales, Product Management, Engineering, Operations, and Customer Support teams to drive customer outcomes.
- 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.
Ready to make an impact?
If you’re energized by building strategic customer partnerships, developing high-performing teams and turning customer success into measurable business growth, we’d love to hear from you.
Scheduled Weekly Hours:
40
Compensation Hiring Base Salary Range:
$115,200.00 - $151,200.00
Please be advised that the compensation hiring range indicated herein is provided solely as a good-faith estimate of expected base compensation for the position. The actual compensation offered will be determined at the time of hire and is contingent upon multiple factors, including but not limited to the candidate’s qualifications, relevant experience, demonstrated skills, and results of assessments conducted during the hiring process.
Bonus:
The BlackBerry Sales Incentive Pay (SIP) program is a bonus incentive program designed to reward eligible employees for their contributions towards BlackBerry’s sales success. SIP payments are based on an employee’s sales performance against quarterly or full-year quotas for the fiscal year.
Benefits:
The BlackBerry Employee Benefits programs offer a wide range of benefits that support your physical, financial and personal well-being. BlackBerry remains committed to offering affordable benefits including coverage for medical, dental, vision, life, disability insurance, retirement, employee share purchase program and paid-time-off to those that meet the eligibility requirements.
Disclosure of Position Status:
This is an active opening. We are seeking to fill this position immediately
Disclosure of Artificial Intelligence:
We do not use artificial intelligence (AI) to screen, assess, or select applicants at any stage of our recruitment process. All applications are reviewed and evaluated by our hiring team.
