Manager, Customer Success

🔥 0 minutes ago

🌐 United States, Canada, +1 more countries – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇲🇽 Mexico – Remote

💵 $100k - $130k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Powerfleet

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

📦 Logistics

💼 Consulting

🤖 Artificial Intelligence

Logistics • Consulting • Artificial Intelligence

Powerfleet is a global AIoT and SaaS-based mobile asset management company that provides end-to-end solutions to monitor, manage, and optimize connected vehicles and warehouse assets. The company ingests and harmonizes data from diverse sources to deliver actionable insights that improve safety, efficiency, and sustainability across the supply chain. Powerfleet serves millions of subscribers and thousands of enterprise customers worldwide, positioning itself as a B2B technology provider for intelligent mobility and operational optimization.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers supporting customers across North America. • Foster a high-performance, customer-first culture focused on accountability, collaboration, and continuous improvement. • Conduct regular one-on-one meetings, performance reviews, and career development planning. • Establish team goals and key performance indicators aligned with organizational objectives. • Support the onboarding, training, and ongoing development of Customer Success team members. • Develop and execute customer success strategies that drive product adoption, customer satisfaction, retention, and expansion. • Ensure Customer Success Managers maintain proactive engagement with customers throughout the customer lifecycle. • Oversee customer health, identify potential risks, and implement strategies to improve customer outcomes. • Standardize customer success processes, account planning, and business review practices across the region. • Drive customer retention by proactively addressing customer challenges and reducing churn. • Partner with Sales to identify expansion opportunities, including upselling and cross-selling within existing accounts. • Support renewal planning and execution to maximize customer retention and recurring revenue. • Participate in executive customer meetings and escalations as needed. • Partner closely with Sales, Product, Professional Services, Support, Finance, and Operations to deliver a seamless customer experience. • Serve as the voice of the customer by sharing insights that influence product improvements and business strategy. • Collaborate with regional and global leadership to align customer success initiatives and priorities. • Keep leadership informed of critical customer escalations, risks, and opportunities. • Monitor customer success metrics, including customer health, adoption, retention, renewals, satisfaction, and account growth. • Analyze customer data and trends to identify opportunities for process improvement.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience. • 7+ years of experience in Customer Success, Account Management, Customer Experience, or a related customer-facing role within a B2B SaaS, telematics, IoT, or enterprise technology environment. • 3+ years of experience leading and developing Customer Success or Account Management teams. • Proven experience managing customer retention, renewals, product adoption, and account growth. • Strong leadership, coaching, and employee development skills. • Experience supporting enterprise and strategic customer accounts. • Excellent communication, presentation, and executive relationship management skills. • Strong analytical skills with experience using customer health metrics and performance data. • Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, or similar tools. • Bilingual English and Spanish communication skills are a plus.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Professional development opportunities