Manager of Customer Success
Manager of Customer Success
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3-5years
CAD CAD 75000 - 110000
1 Vacancy
Job Description
Job Title: Customer Success Manager
Full Time In Office Mississauga GTA ON
About the company:
Were a leader in fleet management delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional tailormade services using cuttingedge technology. We provide fleet management hardware an AIdriven 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 customerdriven 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 growthdriven 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 fastevolving 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 longterm relationships by delivering exceptional customer experiences postonboarding.
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 crosssell 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/crosssell
Product adoption rates and user engagement levels
Number of QBRs completed for key customer accounts
Successful resolution of cancellation requests
Growth in active endcustomers
Requirements
Bachelors 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 problemsolving and relationshipbuilding 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 Toronto & GTA ON
Benefits
Competitive salary with performancebased bonuses.
Health dental and vision benefits.
PTO Entitlements
How we Hire
We are an equalopportunity 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.
Customer Retention Product Adoption Upselling Cross-Selling Team Leadership Account Management Customer Engagement Churn Prevention Quarterly Business Reviews (QBRs) Sales Collaboration Support Collaboration Product Knowledge CRM Expertise Zoho One Tools Data Analytics Customer Insights Process Optimization Training & Development Relationship Building Strategic Planning
Education
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. Abilit
Employment Type
Full Time
