Manager, Customer Success (Berlin, Germany)
Who we are:
Who you are:
Geotab is seeking a Manager, Customer Success to lead the Customer Success team serving Germany. Based in Berlin, this hybrid role oversees the German customer portfolio and guides the team in customer retention, expansion and consistent service. You will support customers throughout their lifecycle and lead platform migration work. Fluency in written and spoken German and English is required for customer-facing work in Germany.
What you will do:
Lead, coach and develop the Customer Success team in Germany. Set performance expectations, hold regular one-to-ones and call reviews, and support employee development.
Oversee customer onboarding, engagement, renewals and expansion. Monitor customer health, identify risks and act as the leadership escalation point for complex customer issues.
Manage commercial performance across the portfolio. Track net revenue retention (NRR), customer satisfaction and service quality. Prepare forecasts and performance updates, and work with Sales to progress retention and growth opportunities.
Lead post-acquisition customer migration to the Geotab platform, including re-onboarding and re-training. Improve processes, maintain accurate customer relationship management (CRM) records and coordinate with global Customer Success, Product, Support and Operations teams.
How you will make an impact:
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Lead, coach and develop Customer Success Managers through regular feedback, one-to-ones and call reviews.
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Guide the team through customer onboarding, engagement, renewal and expansion.
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Monitor customer health and identify retention risks early.
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Act as the leadership escalation point for complex, high-risk or commercially sensitive customer situations.
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Track net revenue retention, customer satisfaction, service quality and renewal forecasts; report risks and opportunities.
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Partner with Sales to coordinate retention and expansion opportunities.
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Lead customer migration, re-onboarding and training during post-acquisition integration.
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Improve team processes and maintain accurate CRM, pipeline and customer health records.
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Coordinate with global Customer Success, Product, Support and Operations teams.
What you will bring to this role:
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A bachelor’s degree in Business, Commercial Management or a related field, or an equivalent combination of education and experience.
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Four or more years of business-to-business customer service, account management or Customer Success experience.
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Experience leading and developing a customer-facing team.
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Fluency in written and spoken German and English. German is required for customer-facing work in Germany.
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Understanding of customer success measures, including retention, renewal forecasting, expansion and churn risk.
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Experience resolving customer escalations and communicating with senior stakeholders.
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Strong written, verbal and presentation skills, with effective organization and time-management skills.
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Experience with CRM platforms; Salesforce or Salesloft experience is an advantage.
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Post-acquisition integration or customer platform migration experience is an advantage.
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Occasional travel to customer sites, regional offices or company meetings may be required.
How we work:
Skills
As published by greenhouse · 22 questions · 3 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (8)
- Current company
- LinkedIn Profile optional
- Github URL optional
- Portfolio URL optional
- Other Website optional
- City & Country in which you are currently located
- What are your compensation expectations for the role you are applying for?
- What date would you be available to onboard with Geotab?
Pick from a list (11)
- How did you hear about Geotab?
- How did you hear about this job opportunity?
- Are you legally authorized to work in the region in which the position you are applying for is located?
- Will you now or in the future require sponsorship to be able to work in the Country in which the position you are applying for is located?
- Do you currently work for a partner or reseller of Geotab?
- Are there any post-employment restrictions from your current or most recent employer (such as hiring restrictions or confidentiality obligations)?
- Will you consent to a background check? (All offers of employment are contingent on passing a background check)
- Were you previously employed with Geotab?
- If you are a veteran of the armed forces in your country and would like to identify this fact to our recruiting team, please write "YES" in the text box below. optional
- Are you fluent in spoken and written German?
- Are you fluent in spoken and written English? optional
Written answers (3)
- Please describe your experience leading a Customer Success team, including team size and industry. optional
- Which Customer Success measures have you managed (for example, retention, churn, NRR, customer health, adoption, or expansion)? optional
- Please describe your experience with customer migrations, re-onboarding, or technical integrations. optional