Manager, Customer Success (Berlin, Germany)

About the Position

Manager, Customer Success (Berlin, Germany)

Berlin, Germany - Germany

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About the Company

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.

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Responsibilities

• 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.

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Requirements

• 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.

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We Offer

• Flexible hybrid working model supported by systems, programs, and policies for in-person and virtual work.
• Work-life balance and connection through team events and gatherings.
• Opportunities to innovate and grow within the company.
• Great benefits and a fun, inclusive work culture.

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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.

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.

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Geotab’s Voluntary Self-Identification Survey

Geotab is committed to fair and equitable treatment for all, and fostering a culture that embraces diversity and inclusion throughout the hiring process and beyond. At Geotab, our unique company culture is built upon the value of “always do the right thing” which is embraced by employees around the world. As a global organization, we continuously seek ways in which we can support both our staff and our communities through programs and partnerships focused on empowering diversity and prioritizing inclusion.

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Note to USA Applicants: This is a separate survey from the EEO-1 Voluntary Self Identification Form used in the United States for compliance purposes. We feel that the options found in the mandated survey do not encompass the rich diversity of our applicants, and as such strive to provide additional responses that reflect the landscape more accurately.

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