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Customer Success Manager (Italy)

Ferrara, Italy - Italy

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. 

Who you are:

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.

What you'll bring to the role:

  • 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 [other European language] (mandatory)

  • 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

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.
 
This posting is for an existing vacancy.

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 read our Privacy Notice. 

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