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Associate Director, Customer Success

Sydney, Australia - Australia

Who we are:

Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.
 
Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.
 
Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news.

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking an Associate Director, Customer Success who will define and execute a scalable Customer Success strategy that drives long-term client retention, growth, and product adoption across Geotab’s global client portfolio. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What you'll do:

As an Associate Director, Customer Success your key area of responsibility will be architecting the comprehensive customer retention strategy to minimize churn, designing and executing product adoption initiatives, and managing the lead generation pipeline for upsell and cross-sell opportunities to maximize Annual Recurring Revenue. You will need to work closely with all interfacing teams, both regional and global, to establish alignment, drive internal governance, and strategically lead the collection and synthesis of the Voice of the Customer feedback into actionable business recommendations. 

To be successful in this role you will be a leader of change with exceptional communication and negotiation skills, and have the ability to influence stakeholders at all organizational levels. In addition, the successful candidate will have demonstrated expertise in developing and scaling Customer Success models, strong strategic acumen to translate company objectives into tactical plans, and proven ability to manage high-performing teams.

How you'll make an impact:

  • Architect and drive the comprehensive customer retention strategy for the entire portfolio, moving beyond the 80% minimum to establish best-in-class renewal rates and minimize churn across all segments in the portfolio.
  • Design and execute a product adoption strategy that ensures customers are extracting value in line with their ROI goals, and maintain service continuity and product engagement through their transition onto the Geotab product suite. 
  • Define and manage the Upsell and Cross-Sell lead generation pipeline from Customer Success to Sales, implementing metrics to track lead quality, conversion rates, and the impact on Annual Recurring Revenue (ARR).
  • Forecast and manage the departmental budget while optimizing resource allocation (e.g., technology, training, personnel) to maximize team efficiency and customer satisfaction at scale.
  • Recruit, mentor, coach, and manage a team of Customer Success Managers, fostering a culture of proactivity, ownership, and deep business acumen.
  • Design, document, and enforce standardized processes for key CS activities, including onboarding, periodic health checks, QBRs (Quarterly Business Reviews) and consultative Client engagement, and renewal management, ensuring consistency and scalability.
  • Conduct regular performance reviews and provide continuous feedback, developing career paths for team members and ensuring alignment between team performance and strategic goals.
  • Establish alignment with all interfacing teams, both regional and global, with clearly defined roles and responsibilities to ensure we deliver on our customer experience goals and an optimized end-to-end customer journey.
  • Strategically lead the collection and synthesis of VOC feedback into actionable recommendations that address customer needs and pain points. Drive customer advocacy by ensuring we act on customer feedback, channel it to the appropriate department, improve customer sentiment and deliver on our NPS goals.
  • Cultivate and maintain executive-level relationships with top-tier clients, acting as the primary point of contact for strategic business reviews and partnership opportunities.

What you'll bring to this role:

  • 5+ years of progressive experience in Customer Success or Account Management, including 2+ years in a formal people leadership/management role.
  • Bachelor’s degree in Business, Communications, or a related field; a Master's degree (MBA) or relevant professional certifications are a plus.
  • Demonstrated expertise in developing and scaling Customer Success models, including defining success metrics and implementing Customer Success technology (e.g. Salesforce, Gainsight).
  • Proven ability to translate broad company objectives into actionable Customer Success strategies and tactical operational plans.
  • Exceptional leadership, communication, and negotiation skills, with the ability to influence stakeholders at all organizational levels.
  • Ability to work in a fast-paced environment, be accepting and a leader of change for your team and the broader organization.
If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.
 
Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.
 

Why job seekers choose Geotab:

Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program

*The above are offered to full-time permanent employees only

How we work:

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!
 
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.

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Geotab’s Voluntary Self-Identification Survey

Geotab is committed to fair and equitable treatment for all, and fostering a culture that embraces diversity and inclusion throughout the hiring process and beyond. At Geotab, our unique company culture is built upon the value of “always do the right thing” which is embraced by employees around the world. As a global organization, we continuously seek ways in which we can support both our staff and our communities through programs and partnerships focused on empowering diversity and prioritizing inclusion. 

We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information on this form is strictly voluntary. Opting not to participate will not impact your job application in any way. Information obtained will not be associated with your name or job application in any identifiable manner. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts. The information collected in this survey is only available to HR staff and Geotab data scientists to view in aggregated data format and not on an individual basis. Your answer will be maintained confidential and not be seen by selecting officials or anyone else involved in making hiring decisions.

Note to USA Applicants: This is a separate survey from the EEO-1 Voluntary Self Identification Form used in the United States for compliance purposes. We feel that the options found in the mandated survey do not encompass the rich diversity of our applicants, and as such strive to provide additional responses that reflect the landscape more accurately.

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