Manager of Customer Success (Remote -LATAM)

Zenduit inc.; Toronto; Remote; CAD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Manager of Customer Success, where you'll lead efforts to enhance customer satisfaction and retention. This role focuses on driving product adoption and fostering long-term relationships through exceptional customer experiences. You will manage a dedicated team, implement strategies for customer engagement, and collaborate with various departments to ensure a seamless customer journey. With a commitment to innovation and professional growth, this is an exciting opportunity to make a significant impact in the fleet management sector, contributing to a culture that values diversity and inclusivity.

Benefits

Health benefits

Dental benefits

Vision benefits

PTO Entitlements

Performance-based bonuses

Qualifications

• 5+ years of experience in customer success or account management.
• Strong leadership and team management skills required.

Responsibilities

• Develop strategies to improve customer retention and satisfaction.
• Drive product adoption and identify upsell opportunities.

Skills

Customer Success Management

Leadership Skills

Communication Skills

Problem-Solving Skills

Data Analysis

Education

Bachelor's degree in business or communications

Tools

Zoho One

Job description

Manager of Customer Success (Remote -LATAM)

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:

Relentless Focus on the Customer : We prioritize delivering exceptional value by deeply understanding and anticipating the needs of our customers and resellers. We are obsessed with customer-driven success to ensure our products and services deliver maximum value.

Speed with Purpose, Results that Matter : We act swiftly while balancing urgency with precision, ensuring that our actions lead to meaningful, growth-driven outcomes.

Build Trust through Transparency & Integrity : Transparency and integrity foster trust, and we uphold honest communication, accountability, and ethical actions in everything we do.

Continuous Learning & Adaptability : We are passionate about learning, adapting, and staying agile in a fast-evolving technological landscape, personally and professionally.

Own It & Lead with Initiative : Every team member takes ownership of their work and proactively leads initiatives, driving innovation and making a meaningful impact.

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:

Develop and implement strategies to improve customer retention, engagement, and satisfaction.

Drive product adoption by ensuring customers maximize the value of our solutions (Geotab, ZenduOne, dash cameras, asset trackers).

Lead a team of customer success professionals to proactively manage accounts and mitigate churn.

Identify and execute upsell and cross-sell opportunities to contribute to revenue growth.

Conduct and oversee regular Quarterly Business Reviews (QBRs) for key customers.

Collaborate with sales, support, and product teams to ensure a seamless customer journey.

Monitor and report on key customer success metrics, providing actionable insights.

Leverage Zoho One tools (CRM, Desk) to streamline processes and enhance customer interactions.

Develop and execute customer training initiatives to improve product utilization .

Key Performance Indicators (KPIs)

Customer Net Promoter Score (NPS)

Churn rate and customer retention metrics

New Annual Recurring Revenue (ARR) from upsell/cross-sell

Product adoption rates and user engagement levels

Number of QBRs completed for key customer accounts

Successful resolution of cancellation requests

Growth in active end-customers

Requirements

Bachelor's degree in business, communications, or a related field.

5+ years of experience in customer success, account management, or a similar role, ideally within an IoT, SaaS, or telematics environment.

Strong leadership and team management skills.

Proven track record of driving customer satisfaction, retention, and revenue growth.

Excellent communication, problem-solving, and relationship-building skills.

Proficiency in Zoho One (CRM, Desk) or similar customer success platforms.

Ability to analyze data and make strategic recommendations.

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.