Head of Global Customer Success & Support (Geotab Vitality)

Geotab•Waterloo, ON

4d•Hybrid

About The Position

The Head of Global Customer Success & Support oversees and optimizes the complete customer journey, from the post-sale phase through renewal, expansion, and advocacy. This leader is tasked with shaping and executing the global customer success strategy to ensure customers realize tangible business outcomes using Geotab Vitality’s solutions. The role focuses on promoting adoption, retention, and revenue growth while developing a scalable, high-performing global Customer Success and Support organization. At the intersection of telematics data and behavioral science, this position is vital for delivering value in driver safety, sustainability, and fleet performance.

Requirements

10+ years in Customer Success, Account Management, or Customer Experience leadership.
Bachelor’s degree in Business, Technology, or a related field (or equivalent combination of education and experience).
Proven experience in B2B SaaS, telematics, or fleet technology environments.
Demonstrated success in land-and-expand strategies and enterprise account growth.
Experience building and scaling Customer Success teams and processes.
Experience operating in high-growth or startup environments.
Strong strategic and operational leadership capability.
Deep customer-centric mindset with commercial acumen.
Data-driven decision-making and performance management.
Excellent stakeholder management and executive communication skills.
Ability to operate both strategically and hands-on.

Nice To Haves

MBA or equivalent preferred.

Responsibilities

Manage the customer journey from post-sale handover through onboarding, adoption, renewal, and expansion.
Ensure a seamless onboarding experience, including training, documentation, and early success milestones.
Establish global customer lifecycle frameworks, playbooks, and engagement models.
Drive consistent and measurable product utilization across customer fleets.
Ensure customers achieve defined business outcomes in safety, efficiency, and sustainability.
Develop customer health scoring and proactive intervention strategies.
Design and execute land-and-expand strategies across the customer base, such as moving from partial to full fleet adoption.
Identify and drive upsell and cross-sell opportunities within existing accounts.
Implement renewal strategies and pricing optimization models.
Own Net Revenue Retention (NRR) and customer lifetime value growth.
Act as the internal voice of the customer, influencing product roadmap and priorities.
Build strong executive relationships within strategic accounts.
Proactively manage churn risk and improve retention outcomes.
Develop customer advocacy programs, including case studies, references, and testimonials.
Lead global customer support operations, ensuring high-quality, timely issue resolution.
Implement scalable support frameworks such as SLAs, escalation models, and self-service solutions.
Ensure consistent support experiences across regions and channels.
Build, lead, and scale a high-performing global team across Customer Success, Customer Support, and Onboarding/Implementation.
Develop team structures, career pathways, and performance management frameworks.
Establish KPIs, dashboards, and accountability measures.
Implement and optimize tools such as CRM, customer success platforms, and support systems.
Drive automation, efficiency, and scalability across customer operations.
Develop standardized processes, playbooks, and reporting frameworks.
Partner with Sales on late-stage deals and seamless customer handovers.
Collaborate with Product, Marketing, and Engineering to align on customer needs and priorities.
Support strategic initiatives, including RFPs and enterprise account retention.