Customer Success Manager (IoT)

TL;DR

Customer Success Manager (IoT): Managing a portfolio of SMB customers to drive measurable outcomes and maximize net retention with an accent on value-based engagement and account growth. Focus on leading onboarding processes, conducting proactive health checks, and identifying upsell opportunities.

Location: Hybrid in Ferrara, Italy

Company

Global leader in IoT and connected transportation providing web-based analytics to help businesses manage their fleets.

What you will do

• Own the customer lifecycle for SMB accounts, ensuring value-driven experiences from onboarding through renewal.
• Validate business goals and build actionable success plans to drive adoption and value realization.
• Lead customer implementation, training, and enablement to accelerate time-to-value.
• Conduct proactive health checks and success reviews to monitor health signals and reduce churn.
• Manage the renewals pipeline and identify upsell/cross-sell growth opportunities in partnership with Sales.
• Act as the voice of the customer to provide feedback and influence the product roadmap.

Requirements

• Relevant experience in Customer Success or Account Management with a track record of retention and growth.
• Fluent written and verbal communication in English and Italian.
• General understanding of IoT/telematics; B2B SaaS experience is a strong advantage.
• Strong analytical skills to interpret customer data, health metrics, and usage patterns.
• Excellent time management and organizational skills to manage a high-volume portfolio.
• Ability to travel and use a personal vehicle for business purposes.

Culture & Benefits

• Flexible hybrid working model supporting both in-person and virtual work.
• Inclusive work culture certified as a "Great Place to Work".
• Focus on work-life balance with online social events, chat rooms, and gatherings.
• Commitment to diversity, equity, and accessibility for all employees.