Goodwork is recruiting for a Canadian-based IoT SaaS company specializing in fleet management and telematics solutions.
What makes this opportunity interesting?
* 🇨🇦 Canadian IoT company serving 3,000+ customers globally with solutions in 3+ million vehicles across multiple continents
* 🌍 Support global expansion by managing customers across EMEA and LATAM regions while serving as backup for high-priority accounts
* 💬 Be the voice of customer internally - translate feedback into actionable insights for Product, Marketing, and Support teams
We’re a multi-brand organization providing advanced fleet management software, hardware, and consulting solutions that drive efficiency and profitability for fleet and field service companies worldwide. Our comprehensive approach combines GPS tracking, sensors, and cameras with scalable IoT SaaS software platforms, custom software development, and marketplace integrations.
Our mission is to truly understand our customers' business needs and implement solutions that address pain points effectively, making fleets safer, more efficient, and more profitable.
We serve a broad spectrum of fleet operations globally, from large enterprises like PepsiCo and Emirates Airlines to government entities and various businesses across waste management, transportation, emergency services, and more.
Established in 2010, we've experienced remarkable growth, now serving over 3,000 customers with our solutions operational in over 3 million vehicles globally.
OUR COMPANY VALUES guide our team and shape our culture.
* 👑 Customer First
* ⚡Speed & Impact
* 🔧 Own It
* 🤝 Trust & Integrity
* 🔁 Learn & Adapt
* 🤜🤛 Stronger Together
We're a team of 120 employees in a hybrid global work environment with headquarters in Toronto, branches in Dubai, New York, and Mexico City, and a remote team scattered across the world.
Our culture prioritizes customer satisfaction and drives sales with a clear focus on results and impact. We’re fostering an environment of continuous self-improvement, honing our skills through regular team evaluations and constructive feedback.
About the Role
We're looking for a remote Customer Success Manager to embody "customer communication and happiness" - someone who understands customer needs and provides solutions focused on overall satisfaction and value-driven relationships rather than technical support.
In this role, you'll help customers maximize value from our solutions by improving their current setup or finding new ways to solve operational problems. You'll manage 100-150 accounts with quarterly touchpoints, using analytics dashboards to monitor engagement patterns and identify churn risks before they impact revenue.
This position supports our expansion in EMEA and LATAM markets by providing regional coverage and technical expertise across different time zones. You'll backstop existing team members during peak periods, contribute to scalable QBR automation processes, and serve diverse clientele from single-truck operators to enterprise fleets with thousands of vehicles.
OUR IDEAL CANDIDATE brings 3-5 years of experience in Customer Success, Account Management, Solution Engineering, or Client Relationship Management roles. You have strong Excel skills, high English proficiency, and technical aptitude to learn software platforms quickly. More importantly, you're a "rock, not a rock star" - someone solid and dependable who delivers consistent performance rather than inconsistent highs and lows. You're driven in building relationships, take independent action while supporting teammates on strategic initiatives, and aren't afraid to communicate the right message at the right time. You operate with an "ask for forgiveness, not permission" mindset, speak up when something doesn't make sense, stay open to feedback and coaching, and can gel authentically with our collaborative team environment.
Your performance will be measured by opportunities generated, customer retention rates, NPS scores, regional support effectiveness, and personal skill development.
You'll be part of the Customer Success tribe, and will collaborate with teams from Sales, Fulfillment, Onboarding, Technical Support, Product, and Marketing. This position reports directly to the Head of Customer Success.
You'll be doing things like:
* Customer Outreach: Conduct 80% proactive outreach via dedicated phone line and extension; manage 20% inbound communications through direct emails and calls; maintain quarterly touchpoints across 100-150 assigned accounts; build relationships with diverse clientele from single-truck operators to enterprise fleets.
* Product Enablement: Conduct live software demos via video conferencing; guide customers through platform installations and integrations; deliver feature training sessions and best practice workshops; provide first-level technical support and coordinate escalations when needed.
* Business Reviews: Prepare quarterly business review presentations with ROI metrics and usage analytics; identify operational bottlenecks and develop improvement action plans; position relevant upsell and cross-sell opportunities; conduct adoption check-ins to ensure value realization.
* Success Analytics: Track account engagement through analytics dashboards to identify usage trends; monitor meeting frequency patterns as early warning indicators; analyze revenue changes and flag risks when engagement drops; develop proactive retention strategies based on insights.
* Voice of Customer: Translate customer feedback into actionable items for Product and Support teams; advocate for customer needs during internal coordination meetings; serve as primary voice of customer in strategic discussions; escalate critical issues to ensure swift resolution.
* Process Development: Document success playbooks and create templates for scalable methodologies; contribute to automated QBR processes and workflow optimization; identify opportunities for process improvement and standardization; support localization efforts for global expansion.
* Regional Coverage: Provide time zone-appropriate support for international customers; support onboarding for regional accounts and reseller partnerships; serve as backup for high-priority accounts during peak periods; coordinate with global teams for service continuity.
Skills & Qualifications
* 3-5 years of prior experience in roles like Customer Success Manager, Account Manager, Client Relationship Manager, or Solution Engineer.
* High English proficiency with clear, empathetic communication across diverse customer base
* Advanced Excel/Google Sheets skills for data analysis and customer health tracking
* Professional communication etiquette via email, phone, and video
* Understanding of customer lifecycle, churn indicators, and retention strategies
* Technical aptitude to quickly learn software platforms and provide basic troubleshooting support
* Ability to create polished client-facing presentations and business documents in consultative settings
* Strong EQ and natural rapport-building abilities with customers
* Independent action and accountability within collaborative team environment
* Effective presentation of complex data with clear business recommendations
* Consistent performance mindset with openness to feedback and coaching
* Comfortable with daily scrums and cross-functional project support
Bonus if you also have:
* B2B SaaS, telematics, fleet management, or IoT platform experience
* Previous roles in Pre-Sales Engineering or Solution Consulting in enterprise B2B SaaS
* Bilingual: English + Spanish, French, or Arabic
* Advanced data analysis (SQL) and Power BI reporting skills
* Google Analytics and product usage metrics experience
* Background with integrated platforms like Geotab, Samsara, or Verizon Connect
* EMEA or LATAM regional customer experience, including government/transportation
* Reseller/channel support experience
* AI tools proficiency for analysis and presentations
* Familiarity with our tools: Zoho One (CRM, Analytics), Google Workspace, Google Analytics, Microsoft Office, RingCentral, Google Meet, Power BI, ChatGPT/Claude/Gemini
Position Details
* Location: Remote
* Working Hours: Fixed 9-hour shift, 8AM-5PM Eastern Time Zone (Toronto time), inclusive of a 1-hour break
* Full-time vs Part-time: Full-time (40 hours/week, plus an additional 5 hours of break time allocated throughout the week). Exclusivity required.
* Education: Undergraduate degree preferred or comparable work experience
* Level: Intermediate (3-5 years of relevant experience)
* Compensation: ~ CAD $2,488–$2,788 (MAD 16.5K–18.5K), based on experience. Structured as a Consultant Agreement (independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance.
Benefits of working with us:
* 🚀 Work directly with a forward-thinking international company
* 🏡 Work from the comfort of your home
* 🏆 Incredibly talented teammates in agile pod framework
* 🧘🏾♀️ Work-life balance: 8 hours a day plus breaks, 5 days a week
* 💰 Above-market compensation anchored to Canadian dollar
* 💻 Remote-first company culture with global team
* 🧠 Lots of learning & growth opportunities
* 🌴 Paid vacations and Canadian public holidays
* 🩺 Medical benefits reimbursement
* 💻 Hardware credit allowance
* 🤖 Work with cutting-edge AI tools and automation platforms
* 🌍 Global impact across 3+ million vehicles and 3,000+ customers worldwide
* 🔍 Make strategic decisions that directly impact business growth
Not sure you meet all the requirements? Apply anyway! We value diverse experiences and hire for potential. If you don't hear back within 4 weeks, assume you weren't selected, but Goodwork may still reach out about other remote roles.
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* Additional keywords: Customer Success jobs, Remote Customer Success Manager, SaaS Customer Success, Account Management careers, Client Relationship jobs, Customer Success remote work, B2B Customer Success positions
Annuel based
Morocco, Morocco
Morocco, Morocco
