Customer Success Manager

Powerfleet; United States; On-site; USD 95,000 - 110,000; Full time

Job summary

Powerfleet is seeking an experienced Customer Success Manager - North America to lead a high-performing team delivering exceptional customer experiences across the United States, Canada, and Mexico. The role focuses on driving adoption, retention, and growth by coaching managers and aligning cross-functional efforts to improve outcomes.

The ideal leader has 7+ years in CS/AM, 3+ years leading teams, and strong skills in CRM platforms such as Salesforce, Gainsight, and Totango.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years in Customer Success, Account Management, or related role.
• 3+ years leading Customer Success or Account Management teams.
• Proven experience with retention, renewals, product adoption, and account growth.
• Strong leadership, coaching, and development skills.
• Experience with enterprise accounts.
• Excellent communication and executive relationship management.
• Strong analytical skills with health metrics data.
• Experience using CRM and CS platforms like Salesforce, Gainsight, Totango.

Responsibilities

• Lead a North America Customer Success team delivering exceptional experiences.
• Develop customer success strategies to drive adoption, retention, and growth.
• Monitor health, renewals, and expansion opportunities.
• Collaborate with Sales, Product, and Support to improve outcomes.
• Prepare and present customer reviews and escalations.

Skills

Team leadership

Customer success

Account management

Communication

Analytical skills

CRM usage

Salesforce

Gainsight

Totango

Education

Bachelor's degree in Business

Tools

Salesforce

Gainsight

Totango

Job description

About Powerfleet

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--regardless of source--and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency, and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.

About The Role

Powerfleet is seeking an experienced Customer Success Manager - North America to lead a high-performing team responsible for delivering exceptional customer experiences across the United States, Canada, and Mexico. This leader will drive customer adoption, retention, and growth by developing a customer-focused team that helps customers maximize the value of Powerfleet's telematics and connected mobility solutions. The ideal candidate is an experienced people leader who excels at coaching Customer Success Managers, developing scalable customer engagement strategies, and partnering cross-functionally to improve customer outcomes. This role combines strategic leadership with operational excellence and plays a critical role in customer retention, revenue growth, and long-term customer success.

Key Responsibilities

Team Leadership & Development

• 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.

Customer Success Strategy

• 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.

Customer Retention & Growth

• 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.

Cross-Functional Collaboration

• 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.

Operational Excellence

• 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.

Qualifications

Required

• 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.

Preferred

• 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.

The annual salary range for this full-time position is $95,000-$110,000 USD. Actual compensation within this range will be determined based on the candidate’s experience and skills.

Equal Employment Opportunity Statement

Powerfleet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law. We believe that diverse perspectives drive innovation and success, and we're proud to be a workplace that reflects the communities we serve.

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in AIoT (Artificial Intelligence of Things) and SaaS-based mobile asset management. With over 30 years of expertise, we empower organizations worldwide to unify operations by ingesting, harmonizing, and integrating data from any source--transforming it into actionable insights that save lives, time, and money.

Our end-to-end solutions help businesses monitor, manage, and optimize everything from warehouse assets to connected vehicles, driving safety, efficiency, and sustainability across the supply chain. But we are more than just a technology company--our people-centric approach fosters innovation and long-term success for our customers.

Powerfleet serves over 2.6 million subscribers across 48,000 customers in 120 countries, with commercial operations spanning every major continent. Join us as we shape the future of intelligent mobility and business transformation.

Equal Employment Opportunity Statement

Powerfleet is committed to maintaining a diverse, equitable, and inclusive workplace where all individuals are treated with dignity and respect. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate or tolerate harassment on any protected basis under applicable laws in the countries where we operate, including characteristics such as race, ethnicity, nationality, religion, gender, gender identity or expression, sexual orientation, disability, or age.