Manager, Customer Success

Geotab · Berlin, Germany - Germany · Yesterday

Work mode: Hybrid
Employment: Full time
Category: Customer success

analytics cloud crm customer-onboarding customer-retention data-analytics machine-learning salesforce salesloft

Who we are:

Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram.

Who you are:

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.

What you will do:

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.

How you will make an impact:

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.

What you will bring to this role:

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.

If you do not meet every requirement, we still encourage you to apply.

Please note: Geotab does not accept agency resumes and is not responsible for fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

How we work:

At Geotab, we use a flexible hybrid working model supported by systems, programs and policies for in-person and virtual work. This role is based in Berlin, Germany, and includes regular collaboration with your team in the office. When working from home, you need a reliable internet connection. Virtual work is supported by cloud-based applications, collaboration tools and asynchronous work. We support work-life balance and connection through team events and gatherings.

Geotab welcomes applications from all qualified people. We are committed to accommodating people with disabilities during recruitment and employment. If you need accommodation at any stage of the application process, contact [email protected]. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Read our Privacy Notice.