Customer Success Manager

Powerfleet; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in the AIoT SaaS industry is seeking a Customer Success Manager in Toronto. This role is pivotal in ensuring customers achieve desired outcomes through onboarding, relationship management, and proactive engagement. Ideal candidates are customer-centric professionals with strong analytical and communication skills, ready to drive business success.

Qualifications

• 3+ years in customer success or account management in B2B or SaaS.
• Strong ability to analyze customer data.
• Excellent relationship-building skills.

Responsibilities

• Guide customers through onboarding and drive product adoption.
• Serve as primary contact for assigned accounts.
• Monitor customer health metrics and address challenges.

Skills

Customer Success

Account Management

Communication

Analytical Skills

Problem-Solving

Education

Bachelor’s degree in Business or Communications

Job description

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Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people-centric approach empowers our customers to realize impactful and sustained business improvement. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 Countries, with commercial operations in every major continent.

Position Overview

The Customer Success Manager plays a pivotal role in ensuring Powerfleet’s customers achieve their desired outcomes with our solutions. You will act as a strategic advisor, guiding customers through onboarding, driving adoption, and fostering long-term partnerships. By proactively identifying opportunities and mitigating risks, you will maximize customer satisfaction, retention, and revenue growth.

This position is ideal for a customer-centric professional who thrives in a collaborative, fast-paced environment and is passionate about leveraging technology to drive business success.

Key Responsibilities

Customer Onboarding & Implementation

• Work in partnership with the Implementation team to ensure that new customers adopt Powerfleet’s solutions seamlessly.
• Build a clear understanding of the customer landscape and stakeholders, establishing and nurturing relationships to set the foundation for a successful, long-term partnership.
• Establish an account plan with clear objectives, actions and success metrics, aligning Powerfleet’s capabilities with the customer’s business goals.
• Track and manage the ongoing execution of key actions as identified in the Account Plan.

Relationship Management & Customer Advocacy

• Serve as the primary point of contact for assigned accounts, building and maintaining trusted partnerships.
• Be the voice of the customer, advocating for their needs and ensuring continuous engagement.
• Take responsibility for driving resolution of customer challenges in collaboration with internal stakeholders
• Stay informed on technological advancements, industry trends and best practices to provide strategic recommendations.

Proactive Engagement & Value Delivery

• Monitor and drive product adoption through ongoing education and coaching, ensuring that customers are using Powerfleet’s solution effectively to derive business value.
• Monitor customer health metrics, proactively addressing challenges and identifying opportunities for improvement.
• Close the loop on customer feedback, ensuring that survey results and insights drive tangible action.
• Review customer progress through formal and regular business reviews, demonstrating ROI and uncovering opportunities for further engagement.

Collaboration & Cross-Functional Partnership

• Work closely with Sales, Product, Support, Finance and Operations to ensure a seamless customer experience.
• Share customer insights to drive continuous improvement and enhance Powerfleet’s offerings.
• Keep Powerfleet leadership informed of critical escalations and risks associated with the customer relationship.

Retention & Expansion

• Identify growth opportunities within existing accounts, presenting relevant upsell and cross-sell solutions in collaboration with Sales.
• Proactively manage contract delivery and renewals by understanding customer needs and aligning them with Powerfleet’s evolving capabilities.
• Partner with Sales to expand our footprint within customer organizations in alignment with Powerfleet’s strategic objectives.

Reporting & Insights

• Track and analyze customer engagement, usage trends, and key success metrics.
• Provide data-driven insights to inform Powerfleet’s customer engagement strategies.

Qualifications

Required Skills & Experience

• 3+ years in customer success, account management, or a related customer-facing role within a B2B or SaaS environment.
• Strong ability to analyze and interpret customer data to identify opportunities for improvement.
• Business acumen: revenue and growth awareness, financial literacy, strategic thinking
• Self-driven and motivated to drive outcomes and value for customers, using a methodical and strategic approach.
• Excellent relationship-building and communication skills.
• Passion for helping customers leverage technology to drive business success.
• Ability to work cross-functionally and collaborate with internal teams.

Preferred Skills

• Experience in SaaS, IoT, logistics, or asset management industries.
• Familiarity with customer success tools and CRM platforms.
• Strong problem-solving skills and ability to work in a fast-paced environment.

Education

• Bachelor’s degree in Business, Communications, or a related field preferred. OR 7 years of experience?

Key Performance Indicators

• NPS results
• Relationship CSAT results
• Churn rate
• Net Revenue Retention

Seniority level

Seniority level

Mid-Senior level

• Seniority level

  Mid-Senior level

Employment type

Employment type

Full-time

• Employment type

  Full-time

Job function

Job function

Customer Service

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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