We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Success Manager (CSM) who will own a portfolio of SMB customers and manage it as a book of business, dedicated to driving measurable outcomes through value-based engagement and proactive guidance. If you love technology, and are keen to join an industry leader — we would love to hear from you!
What you'll do:As a Customer Success Manager (CSM) your key area of responsibility will be delivering customer outcomes and maximizing net retention by ensuring a consistent, value-driven experience from onboarding through renewal and expansion. You will be responsible for the implementation of structured training and best-practice guidance, as well as managing the renewals pipeline and executing mitigation plans to reduce churn risk. You will also need to provide regular status reports on key customer metrics, including health, product adoption, and recurring revenue to ensure visibility across the organization. You will need to work closely with Geotab’s Product, Sales, Support, and Operations teams, as well as collaborate with global and cross-functional teams to deliver a consistent, high-quality customer experience.
To be successful in this role you will be a customer-centric self-starter with a growth mindset, possessing excellent communication, listening, and negotiation skills in English, Portuguese and, ideally, Spanish. In addition, the successful candidate will have strong analytical skills with an ability to interpret customer data, identify growth opportunities, and manage a portfolio of accounts in a dynamic, fast-paced environment. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results.
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.
- Business degree and/or relevant experience in Customer Success and/or Account Management, ideally with a proven track record of customer retention and growth.
- General understanding of IoT/telematics products and solutions; experience in B2B SaaS is a strong advantage.
- Fluent written and verbal communication in English, Portuguese and Spanish.
- Excellent communication, listening, negotiation, and presentation skills.
- 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.
- 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.
- 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.
Skills Required
- Fluent written and verbal communication in English, Portuguese, and Spanish.
- Business degree and/or relevant experience in Customer Success or Account Management with demonstrated retention and growth.
- Experience owning customer lifecycle: onboarding, training, success plans, renewals, and churn mitigation.
- Strong analytical skills; ability to interpret customer data, health metrics, and usage patterns to drive decisions.
- Comfort with commercial motions: renewals, contract and price negotiations, upsell/cross-sell in partnership with Sales.
- Methodical documentation and accurate record-keeping in CRM/CS systems.
- Experience with CRM and CS tools (e.g., SAP, Salesforce, Gainsight).
- General understanding of IoT/telematics products and B2B SaaS experience.
- Excellent time management, organizational, prioritization, communication, negotiation, and presentation 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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