Role overview

Geotab is a global leader in IoT and connected transportation, helping businesses manage their fleets through web-based analytics and vehicle data integration. As a Customer Success Manager for the SMB segment based in Ferrara, Italy, you will manage a portfolio of small and medium-sized business accounts, ensuring they achieve continuous value from their relationship with Geotab and driving growth through retention and expansion.

Key responsibilities

Manage an assigned portfolio of SMB customer accounts, overseeing the complete customer lifecycle from onboarding through renewal and identifying opportunities for upselling and cross-selling.
Validate customer business goals, define success criteria, and develop actionable success plans that align with their objectives.
Lead structured onboarding, training, and enablement activities to help new customers adopt the platform quickly and realize value from their investment.
Conduct proactive customer engagements including success reviews and health checks to monitor adoption, identify early churn signals, and develop mitigation strategies.
Build and maintain trust-based relationships with customer stakeholders and decision-makers, acting as a strategic business partner.
Own the renewals pipeline, proactively manage renewal timelines, and collaborate with Sales to identify and qualify growth opportunities.
Monitor and report on key customer metrics such as health scores, product adoption, retention, NPS/CSAT, and recurring revenue, using data and analytics to prioritize activities and refine success strategies.
Act as the internal voice of the customer, providing feedback to Product, Sales, Support, and Operations teams to drive process and roadmap improvements.

Requirements

Proven track record in Customer Success or Account Management roles, with demonstrated success in driving customer retention and growth.
General understanding of IoT and telematics products; experience in B2B SaaS is a strong advantage.
Fluent written and verbal communication in English and Italian.
Strong analytical abilities and excellent cross-functional collaboration skills.
Commercially minded and customer-centric approach with a structured, proactive methodology for managing high-volume account portfolios.
Additional European language skills are advantageous but not required.

What makes this role worth considering

Geotab is a certified Great Place to Work that values diverse talent and offers a fast-paced, innovative environment where you can make a real impact. The company processes billions of data points daily to improve productivity, enhance driver safety, and support sustainability in transportation, giving your work meaningful purpose within an industry leader.