SMB Senior Customer Success Manager (CSM) Netherlands

Geotab is seeking a Senior Customer Success Manager to join our SMB Customer Success organization in the Netherlands. In this full-time individual contributor role, you will own a portfolio of SMB customers and help them achieve measurable business outcomes through value-based engagement, proactive guidance, and strong cross-functional collaboration. You will build trusted customer relationships, drive adoption and retention, and identify opportunities for growth.

• Own the customer lifecycle for an assigned portfolio from onboarding through renewal and expansion, managing it as your book of business.
• Understand customer objectives, validate success criteria, and build actionable success plans that accelerate time-to-value, adoption, and ongoing value realization.
• Lead onboarding, education, enablement, success reviews, and health checks for SMB customers.
• Monitor customer health and early churn indicators, develop mitigation plans, and execute targeted interventions to improve retention.
• Own the renewals pipeline and partner with Sales on upsell, cross-sell, referral, and account-growth opportunities.
• Act as the voice of the customer internally, sharing structured feedback with Product, Sales, Support, and Operations.
• Use customer data, health scores, product usage, and AI-supported analytics to prioritize outreach and refine success plans.
• Maintain accurate account records and contribute to the improvement of Customer Success playbooks, processes, and tooling.

• Education and experience: A business degree and/or relevant experience in Customer Success or Account Management, with a proven track record of customer retention and growth. Experience in IoT, telematics, B2B SaaS, or a related technology environment is preferred.
• Languages and communication: Fluent written and verbal English and Dutch are mandatory. Additional European language skills are an advantage. You have excellent communication, listening, negotiation, and presentation skills.
• Customer Success and commercial skills: You are comfortable with renewals, contract and price discussions, upsell and cross-sell in partnership with Sales, and understanding the effect of pricing and contracts on profitability. You can interpret customer data, health metrics, and usage patterns to set priorities and make sound decisions.
• Way of working: You are organized, methodical, conscientious, and able to manage a portfolio in a dynamic environment. You bring a proactive can-do mindset, strong collaboration skills, a customer-centric attitude, and a growth mindset with openness to feedback and continuous improvement.

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