Head of Global Customer Success & Support… at Geotab · Oakville

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, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news. About Geotab Vitality: Geotab Vitality is not just a joint venture; it's a pioneering force at the intersection of telematics and behavioral science, reimagining how global fleets operate. As a collaborative powerhouse between Geotab and Vitality Global, we're leveraging Geotab’s vast network of 55,000+ customers and 800+ global reseller partners to drive material improvements in driver safety, sustainability, productivity, and efficiency. What you'll do: The Head of Global Customer Success & Support oversees and optimizes the complete customer journey, from the post-sale phase through renewal, expansion, and advocacy. This leader is tasked with shaping and executing the global customer success strategy to ensure customers realize tangible business outcomes using Geotab Vitality’s solutions. The role focuses on promoting adoption, retention, and revenue growth while developing a scalable, high-performing global Customer Success and Support organization. At the intersection of telematics data and behavioral science, this position is vital for delivering value in driver safety, sustainability, and fleet performance. How you'll make an impact: Manage the customer journey from post-sale handover through onboarding, adoption, renewal, and expansion. Ensure a seamless onboarding experience, including training, documentation, and early success milestones. Establish global customer lifecycle frameworks, playbooks, and engagement models. Drive consistent and measurable product utilization across customer fleets. Ensure customers achieve defined business outcomes in safety, efficiency, and sustainability. Develop customer health scoring and proactive intervention strategies. Design and execute land-and-expand strategies across the customer base, such as moving from partial to full fleet adoption. Identify and drive upsell and cross-sell opportunities within existing accounts. Implement renewal strategies and pricing optimization models. Own Net Revenue Retention (NRR) and customer lifetime value growth. Act as the internal voice of the customer, influencing product roadmap and priorities. Build strong executive relationships within strategic accounts. Proactively manage churn risk and improve retention outcomes. Develop customer advocacy programs, including case studies, references, and testimonials. Lead global customer support operations, ensuring high-quality, timely issue resolution. Implement scalable support frameworks such as SLAs, escalation models, and self-service solutions. Ensure consistent support experiences across regions and channels. Build, lead, and scale a high-performing global team across Customer Success, Customer Support, and Onboarding/Implementation. Develop team structures, career pathways, and performance management frameworks. Establish KPIs, dashboards, and accountability measures. Implement and optimize tools such as CRM, customer success platforms, and support systems. Drive automation, efficiency, and scalability across customer operations. Develop standardized processes, playbooks, and reporting frameworks. Partner with Sales on late-stage deals and seamless customer handovers. Collaborate with Product, Marketing, and Engineering to align on customer needs and priorities. Support strategic initiatives, including RFPs and enterprise account retention. What you'll bring to this role: 10+ years in Customer Success, Account Management, or Customer Experience leadership. Bachelor’s degree in Business, Technology, or a related field (or equivalent combination of education and experience). MBA or equivalent preferred. Proven experience in B2B SaaS, telematics, or fleet technology environments. Demonstrated success in land-and-expand strategies and enterprise account growth. Experience building and scaling Customer Success teams and processes. Experience operating in high-growth or startup environments. Strong strategic and operational leadership capability. Deep customer-centric mindset with commercial acumen. Data-driven decision-making and performance management. Excellent stakeholder management and executive communication skills. Ability to operate both strategically and hands-on. If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab and Geotab Vitality doe not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees. This posting is for an existing vacancy. Why job seekers choose Geotab: Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program *The above are offered to full-time permanent employees only How we work: At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. 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. Click here to read our Privacy Notice. The annual base salary for this position is the expected annual salary for this role, and may be subject to change. Geotab offers various perks and benefits and other compensation components that an individual may be eligible for. The actual base salary for this position depends on a variety of factors such as but not limited to skills, qualifications, education and overall experience, including the location the applicant lives while performing the job. This also includes equity with other team members and alignment with local market data. All offers of employment are contingent upon proof of eligibility to work and the individual's ability to pass a background check. Hiring Range $138,600—$184,900 CAD