Customer Success Manager (Geotab Vitality)

Geotab•Waterloo, ON

4d•Hybrid

About The Position

Geotab Vitality is 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. 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.

Requirements

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).
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.

Nice To Haves

Experience in SaaS, telematics, IoT, or technology-driven environments (preferred).

Responsibilities

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.