Bilingual French Customer Success Manager
London, England - United Kingdom; Reading, England - United Kingdom
Who we are:
Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.
Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third‑party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimise fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Success Manager who will drive measurable outcomes for our SMB customers by owning the end‑to‑end lifecycle, ensuring high product adoption, and maximising net revenue retention through value‑based engagement.
What you’ll do:
As a Customer Success Manager, your key area of responsibility will be managing a dedicated portfolio of accounts as your own book of business, from structured onboarding to proactive renewals. You will validate customer business goals to build actionable success plans, monitor health indicators to mitigate churn, and identify growth opportunities to expand Geotab’s footprint. You will need to work closely with the Sales, Product, and Support teams, as well as collaborate with international colleagues to deliver a consistent, scalable customer experience.
To be successful in this role you will be a proactive, customer‑centric communicator with a “can‑do” mindset and the ability to conduct strategic, value‑led conversations with SMB stakeholders. In addition, the successful candidate will have strong analytical skills to interpret usage data, experience navigating commercial motions like contract negotiations, and a methodical approach to managing a high volume of accounts in a fast‑paced SaaS or IoT environment.
How you’ll make an impact:
- Own the customer lifecycle for an assigned portfolio of accounts, ensuring a consistent, value‑driven experience from onboarding through renewal and expansion.
- Deeply understand customer objectives by validating and documenting key business goals, defining success criteria, and building actionable success plans to achieve those outcomes.
- Lead onboarding, education, and enablement of new customers by delivering structured implementation, training, and best‑practice guidance that drive rapid adoption and accelerate time‑to‑value, platform proficiency, and ongoing value realization.
- Build and maintain strong, trust‑based relationships with key customer stakeholders and decision‑makers, becoming a strategic partner in their business.
- Conduct proactive, value‑led customer engagements (e.g., success reviews, health checks) to drive adoption, retention, and account growth.
- Monitor customer health and early churn indicators, develop mitigation plans, and execute targeted interventions to reduce risk and improve retention.
- Identify, qualify, and influence growth opportunities (upsell, cross‑sell, referrals) in partnership with the Sales team.
- Own and proactively manage the renewals pipeline, identifying risks, driving renewal strategies, and securing timely renewals.
- Respond to and resolve customer inquiries and escalations related to product, contractual, and operational topics, coordinating internal resources as needed.
- Forecast, track, and report on key customer metrics, including health, product adoption, retention, NPS/CSAT, and recurring revenue.
- Act as the voice of the customer internally, providing structured feedback and insights to Product, Sales, Support, and Operations to influence roadmap and process improvements.
- Support local teams with contractual topics, strategic customer communications, and project‑based initiatives.
- Collaborate effectively with global and cross‑functional teams to deliver a consistent, high‑quality customer experience and scalable success motions.
- Maintain accurate, up‑to‑date account records and activities in CRM and CS platforms to ensure visibility and coordination across teams.
- Leverage data and AI for product usage, customer health scores, and analytics to prioritise outreach, refine success plans, and drive adoption.
- Contribute to the continuous improvement of Customer Success playbooks, processes, and tooling based on frontline learnings.
What you’ll bring to this role:
- Business degree and/or relevant experience in Customer Success and/or Account Management, ideally with a proven track record of customer retention and growth (mandatory).
- General understanding of IoT/tele‑matics products and solutions; experience in B2B SaaS is a strong advantage.
- Fluent written and verbal communication in English & French is required.
- Comfort with commercial motions: renewals, contract and price negotiations, upsell/cross‑sell in partnership with Sales; good understanding of contracts and pricing impact on profitability.
- Strong analytical skills with the ability to interpret customer data, health metrics, and usage patterns to drive decisions and priorities.
- Experience working with CRM and CS tools (e.g., SAP, Salesforce, Gainsight) is an advantage (not mandatory).
- Methodical, conscientious approach to documentation and maintaining accurate records in CRM/CS systems.
- Excellent time management, organisational, and prioritisation skills, with the ability to manage a portfolio of accounts in a dynamic, fast‑paced environment (mandatory).
- Structured, proactive “can‑do” mindset for managing open matters and tasks in a demanding environment.
- Strong collaboration skills and the ability to work effectively with cross‑functional and international teams.
- Growth mindset with a strong willingness to learn, openness to feedback, and ability to self‑reflect to improve performance.
- Customer‑centric attitude and a passion for building long‑term, value‑based customer relationships.
Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.
Legal and EEO Statement
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We encourage applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy.
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