Customer Success Manager - Portuguese & Spanish market
Core
Own a portfolio of SMB customers in the Portuguese & Spanish markets, driving measurable outcomes through value-based engagement, onboarding, and proactive guidance to maximize net retention.
Role type
Customer Success Manager (SMB portfolio)
Builds
IoT and connected transportation platform for commercial vehicle fleets
Domain
IoT / Connected Transportation / Fleet Management
Deliverable
production ML models
Required skills
Customer success management, account management, onboarding & enablement, churn mitigation, renewal management, stakeholder management, data analysis, cross-functional collaboration, strategic partnership building, upsell/cross-sell identification
Preferred skills
Portuguese (fluent), Spanish (fluent), English (fluent), growth mindset, self-starter
Technologies
Geotab platform, Geotab Marketplace
Responsibilities
Own the customer lifecycle from onboarding through renewal and expansion for an assigned portfolio of SMB accounts. Deeply understand customer objectives by validating business goals and building actionable success plans. Lead onboarding, education, and enablement to drive rapid adoption and time-to-value. Build and maintain strong, trust-based relationships with key customer stakeholders. Conduct proactive, value-led customer engagements (success reviews, health checks) to drive adoption and retention. Monitor customer health and early churn indicators, develop mitigation plans, and execute targeted interventions. Identify, qualify, and influence growth opportunities (upsell, cross-sell, referrals) in partnership with Sales. Own and proactively manage the renewals pipeline, identifying risks and securing timely renewals. Respond to and resolve customer inquiries and escalations related to product, contractual, and operational topics. Forecast, track, and report on key customer metrics (health, adoption, retention, NPS/CSAT, recurring revenue). Act as the voice of the customer internally to influence roadmap and process improvements.
Seniority
Individual Contributor, mid-level to senior