CRM Strategist driving email and SMS lifecycle marketing for Domaine, the world’s largest independent Shopify design and development partner. Building roadmaps, testing campaigns, and optimizing retention and revenue.
About the role
- Manager driving adoption and retention for Powerfleet's Customer Success team across North America. Leading a high-performing team focused on exceptional customer experiences.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers supporting customers across North America.
- Foster a high-performance, customer-first culture focused on accountability, collaboration, and continuous improvement.
- Conduct regular one-on-one meetings, performance reviews, and career development planning.
- Establish team goals and key performance indicators aligned with organizational objectives.
- Support the onboarding, training, and ongoing development of Customer Success team members.
- Develop and execute customer success strategies that drive product adoption, customer satisfaction, retention, and expansion.
- Ensure Customer Success Managers maintain proactive engagement with customers throughout the customer lifecycle.
- Oversee customer health, identify potential risks, and implement strategies to improve customer outcomes.
- Standardize customer success processes, account planning, and business review practices across the region.
- Drive customer retention by proactively addressing customer challenges and reducing churn.
- Partner with Sales to identify expansion opportunities, including upselling and cross-selling within existing accounts.
- Support renewal planning and execution to maximize customer retention and recurring revenue.
- Participate in executive customer meetings and escalations as needed.
- Partner closely with Sales, Product, Professional Services, Support, Finance, and Operations to deliver a seamless customer experience.
- Serve as the voice of the customer by sharing insights that influence product improvements and business strategy.
- Collaborate with regional and global leadership to align customer success initiatives and priorities.
- Keep leadership informed of critical customer escalations, risks, and opportunities.
- Monitor customer success metrics, including customer health, adoption, retention, renewals, satisfaction, and account growth.
- Analyze customer data and trends to identify opportunities for process improvement.
Requirements
- Bachelor’s degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience.
- 7+ years of experience in Customer Success, Account Management, Customer Experience, or a related customer-facing role within a B2B SaaS, telematics, IoT, or enterprise technology environment.
- 3+ years of experience leading and developing Customer Success or Account Management teams.
- Proven experience managing customer retention, renewals, product adoption, and account growth.
- Strong leadership, coaching, and employee development skills.
- Experience supporting enterprise and strategic customer accounts.
- Excellent communication, presentation, and executive relationship management skills.
- Strong analytical skills with experience using customer health metrics and performance data.
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, or similar tools.
- Bilingual English and Spanish communication skills are a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
CRM Specialist executing email, SMS, push, and in - app lifecycle marketing for Domaine, Shopify commerce design and development partner. Building campaigns, segments, automations, reporting, and optimization for client growth and retention.
Client Success Manager helping Canadian universities, businesses, and public - sector organizations use Strider’s AI - powered strategic intelligence platform. Driving adoption, renewals, and expansion through executive partnerships and strategic guidance.
Technical Success Manager helping Snyk customers adopt secure AI software development practices. Leading scalable workshops, usage analysis, and DevSecOps enablement across a large portfolio.
Technical Success Manager helping Canadian customers adopt Snyk’s developer security platform. Leading scalable workshops, enablement programs, and DevSecOps guidance for secure software development.
Associate Customer Success Manager supporting customers using Filigran’s open - source cybersecurity solutions. Managing onboarding, adoption, training, renewals, and customer feedback across the United States and Canada.
Customer Success executive leading post - sale relationships for PointClickCare’s healthcare technology platform. Driving retention, expansion, AI adoption, and measurable outcomes across Acute and Payer customers.
Leading customer success for PointClickCare’s healthcare SaaS platform across Acute and Payer segments. Driving retention, expansion, executive relationships, and measurable customer outcomes.
Senior Customer Success Manager helping RemotePass, a remote - work management platform, onboard, retain, and grow North American customers. Partnering with customers and internal teams to maximize platform value and drive expansion.
Customer Success Manager helping legal professionals adopt Clio’s AI - powered practice management platform. Managing enterprise accounts, retention, renewals, upsells, advocacy, and cross - functional customer feedback.