Customer Success Manager

Global Fleet Management; Burnaby; On-site; CAD 65,000 - 85,000; Full time

Job summary

A rapidly growing SaaS company is seeking a Customer Success Manager to manage and nurture business accounts in Canada and the US. This role involves building excellent customer relationships and strategically developing accounts for growth. The ideal candidate will possess strong communication skills, relevant experience, and a client-focused approach. This is a full-time, on-site position based in Burnaby, offering a competitive salary and opportunities for professional growth.

Benefits

Competitive compensation packages

Opportunities for personal and professional growth

Qualifications

• Excellent communication skills, especially on the phone.
• Experience in customer service or account management.
• Ability to adapt communication styles to clients.

Responsibilities

• Manage a dedicated portfolio of accounts.
• Monitor account health and product usage.
• Implement onboarding for new users.

Skills

Verbal and written communication skills

Customer-focused and empathetic

Experience with CRM systems

Ability to multitask

Education

Relevant technical or business degree

Job description

Job Description

Salary: $65,000 CAD per year

PosiTrace by Global Fleet Management is a rapidly growing Canadian SaaS company specializing in GPS tracking, with a global footprint.

We are currently seeking a Customer Success Manager to join our team, based at our HQ in Canada, focusing on managing and nurturing existing business accounts in Canada and the US. This role involves building and maintaining excellent customer relationships, as well as strategically developing these accounts for organic growth.

Responsibilities:

1. Manage a dedicated portfolio of PosiTrace accounts, serving as a strategic partner to ensure their success and drive value realization.
2. Proactively monitor account health and product adoption, ensuring comprehensive training and optimal utilization.
3. Implement core PosiTrace functionalities tailored to align seamlessly with each client's unique operational workflows and specific requirements.
4. Identify and implement strategies to enhance client operations and uncover strategic upselling opportunities, contributing to account growth and retention.
5. Drive client satisfaction and mitigate churn risks by identifying potential deactivation factors and implementing targeted retention strategies.

Account Management:

1. Strategic Account Management & Partnership: Proactively manage client relationships as a strategic partner, optimizing PosiTrace usage to drive operational improvements and value realization.
2. End-to-End Onboarding & Implementation: Oversee seamless onboarding for new users and units, ensuring correct installation, configuration, and rapid time-to-value.
3. Client Advocacy & Problem Resolution: Act as the primary client contact, managing issue resolution and mediating cross-functionally to ensure satisfaction and proactive risk mitigation.
4. Growth & Expansion Driver: Identify and pursue upsell/cross-sell opportunities to increase MRR, leveraging client success and feedback.
5. Retention & Churn Mitigation: Monitor account health, anticipate deactivation risks, and implement strategies to ensure long-term retention.
6. Solution-Driven Mindset: Demonstrate a positive, solution-oriented approach in all interactions.

Requirements:

1. Superior verbal and written communication skills, including strong telephone presence, active listening, and compelling presentation abilities.
2. Experience in customer service, account management, or a similar client-facing role, with a track record of building strong relationships.
3. Customer-oriented approach with the ability to empathize, adapt communication styles, and respond effectively to diverse client personalities and situations.
4. Practical experience with CRM systems.
5. Ability to multitask, prioritize demands, and manage time effectively to achieve resolutions and strategic objectives.
6. Relevant technical or business degree, indicating foundational industry understanding and problem-solving skills.

Schedule:

1. Monday to Friday
2. Full-time role
3. On-site position

Compensation:

1. $65,000 CAD per year
2. Commission scheme
3. OTE: $85,000 CAD per year

We recognize people as a cornerstone of our continued success and offer long-term careers, competitive compensation packages, a great work environment, and opportunities for personal and professional growth.