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Comacchio, Emilia-Romagna, Italia
Hybrid
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 portfolio. In 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
