Manager, Customer Success

<div class="content-intro"><h1 class="MuiGrid-root css-1j4zddb"><span style="color: rgb(37, 71, 123);">Who we are:</span></h1>
<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140);">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.</span></div>
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<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140);">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.</span></div>
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<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140);">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 <a class="MuiTypography-root MuiTypography-inherit MuiLink-root MuiLink-underlineHover css-sbvzk" style="color: rgb(102, 120, 140);" href="https://careers.geotab.com/blog/">blog</a> and follow us @InsideGeotab on <a class="MuiTypography-root MuiTypography-inherit MuiLink-root MuiLink-underlineHover css-sbvzk" style="color: rgb(102, 120, 140);" href="https://www.instagram.com/insidegeotab/">Instagram</a>. </span></div></div><h1><span style="color: rgb(37, 71, 123);">Who you are:</span></h1>
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Geotab is seeking a Manager, Customer Success to lead the Customer Success team serving Germany. Based in Berlin, this hybrid role oversees the German customer portfolio and guides the team in customer retention, expansion and consistent service. You will support customers throughout their lifecycle and lead platform migration work. Fluency in written and spoken German and English is required for customer-facing work in Germany.</span></p>
<h1><span style="color: rgb(37, 71, 123);">What you will do:</span></h1>
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Lead, coach and develop the Customer Success team in Germany. Set performance expectations, hold regular one-to-ones and call reviews, and support employee development.</span></p>
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Oversee customer onboarding, engagement, renewals and expansion. Monitor customer health, identify risks and act as the leadership escalation point for complex customer issues.</span></p>
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Manage commercial performance across the portfolio. Track net revenue retention (NRR), customer satisfaction and service quality. Prepare forecasts and performance updates, and work with Sales to progress retention and growth opportunities.</span></p>
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Lead post-acquisition customer migration to the Geotab platform, including re-onboarding and re-training. Improve processes, maintain accurate customer relationship management (CRM) records and coordinate with global Customer Success, Product, Support and Operations teams.</span></p>
<h1><span style="color: rgb(37, 71, 123);">How you will make an impact:</span></h1>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Lead, coach and develop Customer Success Managers through regular feedback, one-to-ones and call reviews.</span></p>
</li>
<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Guide the team through customer onboarding, engagement, renewal and expansion.</span></p>
</li>
<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Monitor customer health and identify retention risks early.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Act as the leadership escalation point for complex, high-risk or commercially sensitive customer situations.</span></p>
</li>
<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Track net revenue retention, customer satisfaction, service quality and renewal forecasts; report risks and opportunities.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Partner with Sales to coordinate retention and expansion opportunities.</span></p>
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<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Lead customer migration, re-onboarding and training during post-acquisition integration.</span></p>
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<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Improve team processes and maintain accurate CRM, pipeline and customer health records.</span></p>
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<li style="font-size: 12pt; color: rgb(102, 120, 140);">
<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Coordinate with global Customer Success, Product, Support and Operations teams.</span></p>
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<h1><span style="color: rgb(37, 71, 123);">What you will bring to this role:</span></h1>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">A bachelor’s degree in Business, Commercial Management or a related field, or an equivalent combination of education and experience.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Four or more years of business-to-business customer service, account management or Customer Success experience.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Experience leading and developing a customer-facing team.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Fluency in written and spoken German and English. German is required for customer-facing work in Germany.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Understanding of customer success measures, including retention, renewal forecasting, expansion and churn risk.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Experience resolving customer escalations and communicating with senior stakeholders.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Strong written, verbal and presentation skills, with effective organization and time-management skills.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Experience with CRM platforms; Salesforce or Salesloft experience is an advantage.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Post-acquisition integration or customer platform migration experience is an advantage.</span></p>
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<p><span style="font-size: 12pt; color: rgb(102, 120, 140);">Occasional travel to customer sites, regional offices or company meetings may be required.</span></p>
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<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140);">If you do not meet every requirement, we still encourage you to apply.</span></div>
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<div class="MuiGrid-root css-1spul5l"><span style="color: rgb(102, 120, 140);"><strong>Please note: Geotab does not accept agency resumes and is not responsible for fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.</strong></span></div>
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<h1><span style="color: rgb(37, 71, 123);">How we work:</span></h1>
<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140);">At Geotab, we use a flexible hybrid working model supported by systems, programs and policies for in-person and virtual work. This role is based in Berlin, Germany, and includes regular collaboration with your team in the office. When working from home, you need a reliable internet connection. Virtual work is supported by cloud-based applications, collaboration tools and asynchronous work. We support work-life balance and connection through team events and gatherings.</span></div>
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<div class="MuiGrid-root css-17v2lcf"><span style="color: rgb(102, 120, 140); font-size: 8pt;">Geotab welcomes applications from all qualified people. We are committed to accommodating people with disabilities during recruitment and employment. If you need accommodation at any stage of the application process, contact [email hidden]. 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 <a href="https://www.geotab.com/privacy-policy/">Privacy Policy</a>. Read our <a href="https://docs.google.com/document/d/1uE3uV2SSp0YnYx4utU9QdhN8Q_RzqMphI_pVJyVWQn8/edit?tab=t.0">Privacy Notice</a>.</span></div>