Customer Success Manager

Powerfleet is seeking a Customer Success Manager to lead a high-performing team serving customers across the United States, Canada, and Mexico. The role focuses on customer adoption, retention, and growth through team development, customer success strategy, cross-functional collaboration, and operational excellence.

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
• Develop reports and dashboards to communicate team performance and customer health
• Ensure consistent use of CRM and customer success platforms across the team

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
• Experience in fleet management, telematics, transportation, logistics, IoT, or connected mobility
• Experience managing geographically dispersed or remote teams
• Experience supporting customers and employees across the United States, Canada, and Mexico
• Bilingual English and Spanish communication skills are a plus