Manager of Customer Success

**Job Information**:
Job Type
- Full time

City
- Mississauga (Matheson / East Rathwood)

State/Province
- Ontario

Country
- Canada

Zip/Postal Code
- L4W

Date Opened
- 01/20/2025

Industry
- Technology

**Job Title: Customer Success Manager**:
Full Time In Office | Mississauga - GTA, ON

**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:

- 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 On