Customer Success Manager

Position:
Customer Success Manager (SMB)

Company:
Geotab

Location:
Italy, Ferrara

Employment type:
Not specified

Work Arrangement:
Flexible hybrid working model

Short Summary:
Geotab is seeking a Customer Success Manager (SMB) to manage a portfolio of SMB customers, drive measurable outcomes, and maximize net retention and growth.

Responsibilities:
- Own the customer lifecycle for an assigned portfolio of accounts.
- Validate and document key business goals, defining success criteria.
- Lead onboarding, education, and enablement of new customers.
- Build and maintain strong, trust-based relationships with key customer stakeholders.
- Conduct proactive, value-led customer engagements.
- Monitor customer health and early churn indicators.
- Identify, qualify, and influence growth opportunities in partnership with Sales.
- Own and manage the renewals pipeline.
- Respond to and resolve customer inquiries and escalations.
- Forecast, track, and report on key customer metrics.
- Act as the voice of the customer internally.
- Collaborate effectively with global and cross-functional teams.
- Maintain accurate, up-to-date account records in CRM and CS platforms.
- Contribute to the continuous improvement of Customer Success playbooks.

Requirement:
- Relevant experience in Customer Success and/or Account Management.
- General understanding of IoT/telematics products; experience in B2B SaaS is a strong advantage.
- Fluent written and verbal communication in English and another European language.
- Excellent communication, listening, negotiation, and presentation skills.
- Strong analytical skills with the ability to interpret customer data.
- Experience working with CRM and CS tools is an advantage.
- Excellent time management, organizational, and prioritization skills.
- Strong collaboration skills and the ability to work effectively with cross-functional teams.
- Customer-centric attitude and a passion for building long-term relationships.

Benefits:
Not specified