We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Success Manager (SMB) who will own a portfolio of SMB customers, drive measurable outcomes through value-based engagement, and maximize net retention and growth. If you love building long-term customer relationships and are keen to join an industry leader — we would love to hear from you!
What you'll do:As a Customer Success Manager (SMB), your key area of responsibility will be managing a book of business across your assigned portfolio of SMB accounts, ensuring customers realize continuous value from onboarding through renewal and expansion. You will be responsible for validating customer goals, building actionable success plans, leading onboarding and enablement, and conducting proactive health checks and success reviews. You will also need to monitor customer health signals, own the renewals pipeline, and identify upsell and cross-sell opportunities in partnership with Sales.
To be successful in this role you will be a commercially minded, customer-centric professional with a structured and proactive approach to managing a high-volume account portfolio. In addition, the successful candidate will have strong analytical abilities, excellent cross-functional collaboration skills, and a genuine passion for building trust-based partnerships with SMB stakeholders.
How you'll make an impact:Own the customer lifecycle for an assigned portfolio of accounts, ensuring a consistent, value-driven experience from onboarding through renewal and expansion.
Deeply understand customer objectives by validating and documenting key business goals, defining success criteria, and building actionable success plans to achieve those outcomes.
Lead onboarding, education, and enablement of new customers by delivering structured implementation, training, and best-practice guidance that drive rapid adoption and accelerate time-to-value, platform proficiency, and ongoing value realization.
Build and maintain strong, trust-based relationships with key customer stakeholders and decision-makers, becoming a strategic partner in their business.
Conduct proactive, value-led customer engagements (e.g., success reviews, health checks) to drive adoption, retention, and account growth.
Monitor customer health and early churn indicators, develop mitigation plans, and execute targeted interventions to reduce risk and improve retention.
Identify, qualify, and influence growth opportunities (upsell, cross-sell, referrals) in partnership with the Sales team.
Own and proactively manage the renewals pipeline, identifying risks, driving renewal strategies, and securing timely renewals.
Respond to and resolve customer inquiries and escalations related to product, contractual, and operational topics, coordinating internal resources as needed.
Forecast, track, and report on key customer metrics, including health, product adoption, retention, NPS/CSAT, and recurring revenue.
Act as the voice of the customer internally, providing structured feedback and insights to Product, Sales, Support, and Operations to influence roadmap and process improvements.
Support local teams with contractual topics, strategic customer communications, and project-based initiatives.
Collaborate effectively with global and cross-functional teams to deliver a consistent, high-quality customer experience and scalable success motions.
Maintain accurate, up-to-date account records and activities in CRM and CS platforms to ensure visibility and coordination across teams.
Leverage data and AI for product usage, customer health scores, and analytics to prioritize outreach, refine success plans, and drive adoption.
Contribute to the continuous improvement of Customer Success playbooks, processes, and tooling based on frontline learnings.
Equivalent combination of education and/or work experience in a related field may be substituted
Relevant experience in Customer Success and/or Account Management, ideally with a proven track record of customer retention and growth (mandatory)
General understanding of IoT/telematics products and solutions; experience in B2B SaaS is a strong advantage
Fluent written and verbal communication in English and Italian
Additional European language skills are an advantage (not mandatory)
Excellent communication, listening, negotiation, and presentation skills (mandatory)
Comfort with commercial motions: renewals, contract and price negotiations, upsell/cross-sell in partnership with Sales; good understanding of contracts and pricing impact on profitability
Strong analytical skills with the ability to interpret customer data, health metrics, and usage patterns to drive decisions and priorities
Experience working with CRM and CS tools (e.g., SAP, Salesforce, Gainsight) is an advantage (not mandatory)
Methodical, conscientious approach to documentation and maintaining accurate records in CRM/CS systems
Excellent time management, organizational, and prioritization skills, with the ability to manage a portfolio of accounts in a dynamic, fast-paced environment (mandatory)
Structured, proactive can-do mindset for managing open matters and tasks in a demanding environment
Strong collaboration skills and the ability to work effectively with cross-functional and international teams
Growth mindset with a strong willingness to learn, openness to feedback, and ability to self-reflect to improve performance
Customer-centric attitude and a passion for building long-term, value-based customer relationships
Anticipated travel and/or use of a personal vehicle for business purposes
Skills Required
- Relevant experience in Customer Success and/or Account Management
- Fluent written and verbal communication in English and another European language
- Excellent communication, listening, negotiation, and presentation skills
- Excellent time management, organizational, and prioritization skills with ability to manage a portfolio
- Strong analytical skills to interpret customer data, health metrics, and usage patterns
- Comfort with commercial motions: renewals, contract and price negotiations, upsell/cross-sell; understanding of contracts and pricing impact on profitability
- Methodical, conscientious approach to documentation and maintaining accurate CRM/CS records
- Structured, proactive can-do mindset and strong collaboration skills with cross-functional teams
- Customer-centric attitude and passion for building long-term, value-based relationships
- Anticipated travel and/or use of a personal vehicle for business purposes
- General understanding of IoT/telematics products and solutions; B2B SaaS experience
- Experience with CRM and CS tools (e.g., SAP, Salesforce, Gainsight)
- Additional European language skills
GEOTAB Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GEOTAB and has not been reviewed or approved by GEOTAB.
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Healthcare Strength — Coverage includes medical, dental, vision, life, disability, and an EAP as part of a comprehensive core package. U.S. offerings are presented as competitive and consistently paired with other core protections.
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Retirement Support — Offerings include a 401(k) with company match in the U.S., with RRSP or pension alternatives in other regions. Retirement savings support is treated as a standard component of total rewards.
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Parental & Family Support — A distinct “baby bonus” for birth or adoption stands out among family‑focused perks. Certain postings and summaries also reference parental leave top‑ups and related supports.
GEOTAB Insights
What We Do
Welcome to Geotab, the #1 commercial telematics company in the world. Geotab is a place where passion, creativity and innovation align. We are committed to advancing technology, empowering businesses and making the roads safer for everyone. Geotab is the world’s leading connected vehicle company for fleets, providing open platform fleet management solutions to businesses of all sizes. Geotab’s intuitive, full-featured solutions are used by over 40,000 customers around the world to help them better manage their drivers and vehicles. With Geotab devices found in over 2 million vehicles, the company processes over 30 billion data points each day to provide insight into productivity, safety, fuel efficiency and more. Geotab’s employees are essential to our success! We strive to put our employees first and are constantly seeking ways to improve workplace culture. Maintaining our unique culture is vital - after all, staff that enjoy their work environment are motivated to reach their full potential. Employee growth and development has long been the basis of our philosophy, as staff are encouraged to carve their own path within the expanding organization. Challenging the status quo and seeking creative ideas is what we do best.
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