Customer Success Manager helping global brands and agencies maximize Camphouse's media operations platform. Managing client partnerships, adoption, retention, security, and expansion.
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
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