Customer Success Manager

Powerfleet is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. They are seeking a strategic and customer-focused Customer Success Manager to help customers maximize the value of their telematics and connected mobility solutions by serving as a trusted advisor throughout the customer lifecycle.

Responsibilities:

• Serve as the primary strategic point of contact for a portfolio of customer accounts, building trusted, long-term relationships with key stakeholders
• Develop a deep understanding of each customer's business objectives, operational challenges, and success criteria
• Create and maintain account success plans with measurable objectives, action items, and success metrics
• Establish and cultivate relationships across multiple levels within customer organizations to support long-term engagement and account growth
• Act as the voice of the customer internally, advocating for customer needs and ensuring a positive overall experience
• Partner with the Implementation team to ensure a smooth onboarding experience and successful solution deployment
• Drive product adoption through ongoing education, enablement, and best practice recommendations
• Monitor customer usage and health metrics, proactively identifying risks and opportunities to improve adoption and customer outcomes
• Ensure customers are realizing measurable value and return on investment from Powerfleet's solutions
• Conduct regular business reviews to evaluate performance, demonstrate business value, and align on future objectives
• Monitor customer feedback and satisfaction, ensuring issues are addressed and improvements are implemented
• Proactively identify potential challenges and coordinate internal resources to resolve customer concerns before they impact the relationship
• Stay informed on industry trends, emerging technologies, and Powerfleet product enhancements to provide strategic guidance to customers
• Manage customer renewals by maintaining strong relationships and demonstrating ongoing value
• Identify opportunities for account expansion, including upselling and cross-selling additional solutions in partnership with the Sales team
• Support strategic account growth initiatives that expand Powerfleet's presence within customer organizations
• Mitigate churn risks by proactively addressing customer concerns and developing retention strategies
• Collaborate closely with Sales, Product, Support, Finance, and Field Operations to deliver a seamless customer experience
• Share customer insights and feedback to support product improvements and enhance service delivery
• Escalate critical customer issues and business risks to leadership as appropriate
• Track customer engagement, product adoption, renewal health, and overall account performance
• Analyze customer data and provide actionable insights to improve customer success strategies
• Maintain accurate account records and customer activity within CRM and customer success platforms

Requirements:

• Bachelor's degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience
• 5+ years of experience in Customer Success, Account Management, Customer Relationship Management, or another customer-facing role within a B2B SaaS, technology, telematics, or enterprise software environment
• Demonstrated experience managing customer relationships throughout the entire customer lifecycle
• Strong consultative relationship management and stakeholder engagement skills
• Experience developing and executing customer success or account plans
• Strong analytical and problem-solving skills with the ability to interpret customer data and identify trends
• Excellent verbal and written communication and presentation skills
• Proven ability to manage multiple customer accounts and priorities in a fast-paced environment
• Experience working cross-functionally with Sales, Product, Support, and Operations teams
• Proficiency with CRM platforms (such as Salesforce) and customer success tools
• Experience within the telematics, fleet management, IoT, transportation, or connected mobility industries
• Experience supporting enterprise or strategic customer accounts
• Knowledge of customer success methodologies, customer health scoring, and renewal management
• Experience presenting executive business reviews and ROI analyses
• Familiarity with data visualization or reporting tools