Customer Success Manager (Italy)
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Job Summary
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!
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 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.
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
Required Experience:
IC
About Company
Our GPS fleet tracking & management system equips thousands of fleets worldwide with technology to automate, track and manage a truly optimized operation.
