Manager of Customer Success (Remote - Eastern Europe)

Zenduit inc.; Toronto; Remote; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as the Manager of Customer Success, where you'll drive customer satisfaction and retention across diverse segments. This role emphasizes fostering long-term relationships and maximizing product adoption through exceptional customer experiences. With a focus on innovation and collaboration, you'll lead a dedicated team while leveraging cutting-edge tools to enhance customer interactions. If you're passionate about making a meaningful impact and thrive in a dynamic environment, this opportunity is perfect for you. Embrace the chance to shape the future of fleet management solutions with a company that values your ideas and supports your professional growth.

Benefits

Health benefits

Dental benefits

Vision benefits

PTO Entitlements

Performance-based bonuses

Qualifications

• 5+ years in customer success or account management, ideally in IoT or SaaS.
• Strong leadership and proven track record in customer satisfaction.

Responsibilities

• Develop strategies to improve customer retention and satisfaction.
• Lead a team to manage accounts and mitigate churn effectively.

Skills

Customer Success Management

Leadership

Communication Skills

Problem-Solving

Relationship Building

Data Analysis

Adaptability

Education

Bachelor's degree in business or communications

Tools

Zoho One

Job description

Manager of Customer Success (Remote - Eastern Europe)

Full Time Remote | Poland, Romania, Bulgaria, Serbia, Baltic States

About the company:

We're a leader in fleet management, delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional, tailor-made services using cutting-edge technology. We provide fleet management hardware, an AI-driven software platform, and fleet management consulting to drive efficiency and profitability for fleet and field service companies. Our scalable software integrates GPS tracking, sensors, and cameras across various platforms, helping companies run their businesses more effectively.

Why Join Us?

At Zenduit/GoFleet, we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear, effective communication. With extensive experience in product development, programming, and project management, our team thrives on innovation, collaboration, and personal growth. Joining us means becoming part of a culture where your ideas are valued, professional development is prioritized, and our core values drive every action we take.

Our Core Values:

1. Relentless Focus on the Customer: We prioritize delivering exceptional value by deeply understanding and anticipating the needs of our customers and resellers.
2. Speed with Purpose, Results that Matter: We act swiftly while balancing urgency with precision, ensuring that our actions lead to meaningful, growth-driven outcomes.
3. Build Trust through Transparency & Integrity: Transparency and integrity foster trust, and we uphold honest communication, accountability, and ethical actions in everything we do.
4. Continuous Learning & Adaptability: We are passionate about learning, adapting, and staying agile in a fast-evolving technological landscape.
5. Own It & Lead with Initiative: Every team member takes ownership of their work and proactively leads initiatives.
6. Strength through Unity, Success through Collaboration: We believe in the power of teamwork and collaboration, supporting one another to achieve collective greatness.

At Zenduit/GoFleet, we are committed to fostering diversity and inclusivity, especially by championing women in tech and STEM fields. We believe that diverse teams lead to better ideas, stronger innovation, and a more collaborative environment. We create opportunities for all individuals to thrive, ensuring an inclusive space where everyone can grow, succeed, and drive meaningful impact.

About the Role:

The Manager of Customer Success will lead efforts to ensure customer satisfaction, retention, and growth across all segments, including direct customers, government agencies, resellers, and telecom partners. This role focuses on driving product adoption, identifying upsell opportunities, and fostering long-term relationships by delivering exceptional customer experiences post-onboarding.

Responsibilities:

1. Develop and implement strategies to improve customer retention, engagement, and satisfaction.
2. Drive product adoption by ensuring customers maximize the value of our solutions (Geotab, ZenduOne, dash cameras, asset trackers).
3. Lead a team of customer success professionals to proactively manage accounts and mitigate churn.
4. Identify and execute upsell and cross-sell opportunities to contribute to revenue growth.
5. Conduct and oversee regular Quarterly Business Reviews (QBRs) for key customers.
6. Collaborate with sales, support, and product teams to ensure a seamless customer journey.
7. Monitor and report on key customer success metrics, providing actionable insights.
8. Leverage Zoho One tools (CRM, Desk) to streamline processes and enhance customer interactions.
9. Develop and execute customer training initiatives to improve product utilization.

Key Performance Indicators (KPIs):

1. Customer Net Promoter Score (NPS)
2. Churn rate and customer retention metrics
3. New Annual Recurring Revenue (ARR) from upsell/cross-sell
4. Product adoption rates and user engagement levels
5. Number of QBRs completed for key customer accounts
6. Successful resolution of cancellation requests
7. Growth in active end-customers

Requirements:

1. Bachelor's degree in business, communications, or a related field.
2. 5+ years of experience in customer success, account management, or a similar role, ideally within an IoT, SaaS, or telematics environment.
3. Strong leadership and team management skills.
4. Proven track record of driving customer satisfaction, retention, and revenue growth.
5. Excellent communication, problem-solving, and relationship-building skills.
6. Proficiency in Zoho One (CRM, Desk) or similar customer success platforms.
7. Ability to analyze data and make strategic recommendations.
8. Adaptability and a proactive approach to change and continuous improvement.

Time Zone | Location:

EST - Toronto | Full Time Remote

Competitive salary with performance-based bonuses.

Health, dental, and vision benefits.

PTO Entitlements

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.