Serve as the primary point of contact for North American customers, ensuring high customer satisfaction, engagement, and retention.
Develop tailored success plans that align IMS solutions with customer business goals.
Monitor customer health metrics and proactively address risks to improve retention.
Lead customer onboarding and training, ensuring seamless implementation and adoption of IMS solutions.
Regularly conduct Quarterly Business Reviews (QBRs) and strategic check-ins to provide insights and drive value.
Educate customers on best practices, new features, and product enhancements.
Work closely with customers to optimize the use of IMS solutions, ensuring alignment with their operational needs.
Identify and resolve workflow inefficiencies, helping customers achieve better outcomes.
Act as a trusted advisor, translating complex data insights into actionable recommendations.
Partner with engineering, IT operations, and product teams to resolve technical issues and improve user experience.
Provide structured feedback to product development, ensuring customer needs are reflected in roadmap planning.
Collaborate with marketing to develop case studies, success stories, and customer advocacy initiatives.
Identify opportunities for service expansion, upselling and cross-selling IMS solutions where appropriate.

3+ years of experience in customer success, account management, or client-facing roles in a SaaS, telematics, or mobility solutions company
Proven ability to manage enterprise-level clients, ensuring high retention and satisfaction.
Strong understanding of telematics, mobility solutions, connected car technology, or insurance technology
Experience with customer onboarding, training, and strategic account planning.
Ability to analyze customer data, identify trends, and provide actionable insights
Strong problem-solving and critical thinking skills.
Excellent communication, relationship-building, and presentation skills.
A proactive, self-starter attitude with a passion for customer success and business growth.

Customer Success Manager

Key skills