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Berlin, Deutschland
Hybrid
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.
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.
Oversee customer onboarding, engagement, renewals and expansion. Monitor customer health, identify risks and act as the leadership escalation point for complex customer issues.
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.
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.
Lead, coach and develop Customer Success Managers through regular feedback, one-to-ones and call reviews.
Guide the team through customer onboarding, engagement, renewal and expansion.
Monitor customer health and identify retention risks early.
Act as the leadership escalation point for complex, high-risk or commercially sensitive customer situations.
Track net revenue retention, customer satisfaction, service quality and renewal forecasts; report risks and opportunities.
Partner with Sales to coordinate retention and expansion opportunities.
Lead customer migration, re-onboarding and training during post-acquisition integration.
Improve team processes and maintain accurate CRM, pipeline and customer health records.
Coordinate with global Customer Success, Product, Support and Operations teams.
A bachelor’s degree in Business, Commercial Management or a related field, or an equivalent combination of education and experience.
Four or more years of business-to-business customer service, account management or Customer Success experience.
Experience leading and developing a customer-facing team.
Fluency in written and spoken German and English. German is required for customer-facing work in Germany.
Understanding of customer success measures, including retention, renewal forecasting, expansion and churn risk.
Experience resolving customer escalations and communicating with senior stakeholders.
Strong written, verbal and presentation skills, with effective organization and time-management skills.
Experience with CRM platforms; Salesforce or Salesloft experience is an advantage.
Post-acquisition integration or customer platform migration experience is an advantage.
Occasional travel to customer sites, regional offices or company meetings may be required.
