Customer Success Manager - Cape Town

Overview

Powerfleet City of Cape Town, Western Cape, South Africa

Powerfleet (Nasdaq : AIOT; JSE : PWR) is a global leader in AIoT software-as-a-service for mobile asset management. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries. This role supports Powerfleet’s customers to achieve their desired outcomes with our solutions.

Position Summary

The Customer Success Manager plays a pivotal role in onboarding, adoption, and long-term partnership with customers. You will proactively identify opportunities and mitigate risks to maximize customer satisfaction, retention, and revenue growth. This role suits a customer-centric professional who thrives in a collaborative, fast-paced environment and is passionate about using technology to drive business success.

Key Responsibilities

• Customer Onboarding & Implementation
• Work with the Implementation team to ensure new customers adopt Powerfleet’s solutions seamlessly.
• Map the customer landscape and stakeholders, establish relationships, and set the foundation for a long-term partnership.
• Establish an account plan with objectives, actions, and success metrics aligned to the customer’s business goals.
• Track and manage ongoing execution of actions in the Account Plan.
• Relationship Management & Customer Advocacy
• Serve as the primary point of contact for assigned accounts, building trusted partnerships.
• Advocate for customer needs and ensure ongoing engagement.
• Drive resolution of customer challenges with internal teams.
• Stay informed on technology trends and best practices to provide strategic recommendations.
• Proactive Engagement & Value Delivery
• Monitor product adoption through ongoing education and coaching to drive business value.
• Monitor health metrics, address challenges, and identify improvement opportunities.
• Close the loop on customer feedback and drive tangible actions from survey insights.
• Review progress through formal business reviews to demonstrate ROI and identify opportunities for further engagement.
• Collaboration & Cross-Functional Partnership
• Collaborate with Sales, Product, Support, Finance and Operations to ensure a seamless customer experience.
• Share customer insights to drive continuous improvement.
• Keep leadership informed of critical escalations and risks.
• Retention & Expansion
• Identify growth opportunities within accounts and collaborate with Sales on relevant upsell / cross-sell.
• Proactively manage contract delivery and renewals by aligning needs with Powerfleet capabilities.
• Partner with Sales to expand our footprint within customer organizations.
• Reporting & Insights
• Track engagement, usage trends, and success metrics; provide data-driven insights to inform engagement strategies.

Qualifications

Key Performance Indicators

Powerfleet is an equal opportunity employer. We are committed to an inclusive and diverse workplace and to the principles of the Employment Equity Act and BBBEE.

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