Customer Success Manager at PowerFleet in North America

Job description

About Powerfleet Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency, and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent. About the Role Powerfleet is seeking an experienced Customer Success Manager – North America to lead a high-performing team responsible for delivering exceptional customer experiences across the United States, Canada, and Mexico. This leader will drive customer adoption, retention, and growth by developing a customer-focused team that helps customers maximize the value of Powerfleet’s telematics and connected mobility solutions. The ideal candidate is an experienced people leader who excels at coaching Customer Success Managers, developing scalable customer engagement strategies, and partnering cross-functionally to improve customer outcomes. This role combines strategic leadership with operational excellence and plays a critical role in customer retention, revenue growth, and long-term customer success. Key Responsibilities Team Leadership & Development Lead, coach, and develop a team of Customer Success Managers supporting customers across North America. Foster a high-performance, customer-first culture focused on accountability, collaboration, and continuous improvement. Conduct regular one-on-one meetings, performance reviews, and career development planning. Establish team goals and key performance indicators aligned with organizational objectives. Support the onboarding, training, and ongoing development of Customer Success team members. Customer Success Strategy Develop and execute customer success strategies that drive product adoption, customer satisfaction, retention, and expansion. Ensure Customer Success Managers maintain proactive engagement with customers throughout the customer lifecycle. Oversee customer health, identify potential risks, and implement strategies to improve customer outcomes. Standardize customer success processes, account planning, and business review practices across the region. Customer Retention & Growth Drive customer retention by proactively addressing customer challenges and reducing churn. Partner with Sales to identify expansion opportunities, including upselling and cross-selling within existing accounts. Support renewal planning and execution to maximize customer retention and recurring revenue. Participate in executive customer meetings and escalations as needed. Cross-Functional Collaboration Partner closely with Sales, Product, Professional Services, Support, Finance, and Operations to deliver a seamless customer experience. Serve as the voice of the customer by sharing insights that influence product improvements and business strategy. Collaborate with regional and global leadership to align customer success initiatives and priorities. Keep leadership informed of critical customer escalations, risks, and opportunities. Operational Excellence Monitor customer success metrics, including customer health, adoption, retention, renewals, satisfaction, and account growth. Analyze customer data and trends to identify opportunities for process improvement. Develop reports and dashboards to communicate team performance and customer health. Ensure consistent use of CRM and customer success platforms across the team. Qualifications Required Bachelor’s degree in Business, Marketing, Information Technology, or a related field, or equivalent profession