Customer Success Manager (Geotab Vitality) at Geotab

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. About Geotab Vitality: Geotab Vitality is not just a joint venture; it's a pioneering force at the intersection of telematics and behavioral science, reimagining how global fleets operate. As a collaborative powerhouse between Geotab and Vitality Global, we're leveraging Geotab’s vast network of 55,000+ customers and 800+ global reseller partners to drive material improvements in driver safety, sustainability, productivity, and efficiency. What you'll do: The Customer Success Manager / Key Account Manager is responsible for driving customer adoption, retention, and growth across both internal strategic accounts (Geotab) and external customers. This is a high-impact, hands-on position that blends customer success, key account management, and leadership of internal programs. The role ensures customers realize measurable value from Geotab Vitality’s solutions while contributing to the development and scaling of core customer success processes, playbooks, and engagement models. This role is essential in demonstrating product value internally, shaping the customer journey, and supporting scalable growth on a global scale. How you'll make an impact: • Own and manage relationships with key accounts, including internal Geotab stakeholders and select external customers. • Act as a trusted advisor by aligning product capabilities with customers’ business outcomes. • Build strong relationships with stakeholders and decision-makers to ensure long-term success. • Drive onboarding, adoption, and ongoing engagement across customer accounts. • Ensure customers achieve measurable outcomes, such as improvements in driver safety, efficiency, and sustainability. • Monitor customer health and proactively manage risks related to retention. • Champion adoption and engagement within internal Geotab teams. • Develop and execute strategies to increase enrollment, usage, and sustained engagement. • Troubleshoot and optimize internal onboarding processes, including device logistics and setup. • Serve as the internal voice of the customer by capturing insights and influencing product improvements. • Track, analyze, and report on internal adoption metrics and success outcomes. • Own onboarding for new external customers and pilot programs. • Ensure a smooth transition from Sales to Customer Success. • Deliver training, documentation, and support early success milestones. • Drive customer retention and minimize churn through proactive engagement. • Identify opportunities for upselling, cross-selling, and expansion of product usage. • Support renewal processes and account growth strategies. • Contribute to the creation of scalable customer success frameworks, playbooks, and best practices. • Identify opportunities to improve workflows, tools, and efficiency throughout the customer journey. • Support the development of repeatable onboarding and engagement models. • Gather and synthesize customer feedback to produce actionable insights. • Partner with Product and Leadership teams to influence the product roadmap and priorities. • Develop customer success stories, use cases, and advocacy opportunities. • Work closely with Sales, Product, Marketing, and Support teams. • Align on customer strategy, onboarding, and growth initiatives. • Support strategic initiatives, including pilots and enterprise programs. • Mentor and develop junior team members, providing coaching on customer success strategy, career growth, and professional development. What you'll bring to this role: • 5+ years in Customer Success, Account Management, or Program Management. • Bachelor’s degree in Business, Technology, or a related field (or equivalent combination of education and experience). • Experience in SaaS, telematics, IoT, or technology-driven environments (preferred). • Proven ability to manage strategic accounts and drive customer adoption. • Experience working within or influencing large, complex organizations. • Strong relationship-building and stakeholder management skills. • Ability to influence without direct authority, which is critical for internal program success. • Data-driven mindset with the ability to track and interpret performance metrics. • Excellent problem-solving and process optimization skills. • Outstanding communication and presentation skills. • Highly organized, with the ability to manage multiple priorities simultaneously. 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 and Geotab Vitality do 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. 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 [Upgrade to PRO to see contact]. 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. The annual base salary for this position is the expected annual salary for this role, and may be subject to change. Geotab offers various perks and benefits and other compensation components that an individual may be eligible for. The actual base salary for this position depends on a variety of factors such as but not limited to skills, qualifications, education and overall experience, including the location the applicant lives while performing the job. This also includes equity with other team members and alignment with local market data. All offers of employment are contingent upon proof of eligibility to work and the individual's ability to pass a background check. Hiring Range$100,000—$125,000 CAD