Customer Success Specialist

About this role

WHO WE ARE

Since 2007, Geoforce has been an industry leader in GPS tracking, providing reliable solutions for over 250,000 assets across 90+ countries. Our comprehensive platform combines rugged GPS devices with advanced software, supported by global satellite and cellular networks. From vehicles to heavy equipment, we deliver the visibility and control businesses need to optimize operations. Trusted by industry leaders like Southwest Airlines, DHL, and SLB (Schlumberger), Geoforce is the go-to partner for smarter asset management. Learn more at www.geoforce.com http://www.geoforce.com. 

As a rapidly growing company committed to technology innovation and delivering high value services to its clients, Geoforce is constantly looking for high integrity, well-rounded professionals who thrive on challenges, are fascinated by technology, exhibit passion and pride, and don't mind rolling up their sleeves to get a job done. 

ABOUT THE ROLE

The Customer Success Specialist is the proactive, named account resource for our Tier 5+ SMB customers.

You will own a portfolio of Tier 5+ accounts directly, proactively managing utilization, retention, expansion, and satisfaction. You will focus on high valued proactive management over responding to inbound requests. You'll also serve as the escalation path when a Customer Success Associate needs a proactive resource to step in on a Tier 5/6 account. You will report to the CS Operations Manager and work closely with the pooled CS Associate team on shared accounts and escalations.

KEY RESPONSIBILITIES

- Proactively manage and analyze metrics regarding utilization, retention, expansion, and satisfaction across a named portfolio of Tier 5+ accounts.

- Serve as the escalation point for Customer Success Associates when a Tier 5/6 account needs a proactive, senior touch (e.g., at-risk renewals, complex save plays, or expansion conversations).

- Effectively lead collaboration with Sales, Product Management, Support, and Software Development based on customer needs.

- Serve as a product expert internally and externally.

- Maintain methodical record keeping and Account Plans in Vitally for all named accounts.

- Establish lasting relationships with key stakeholders through a regular cadence of customer meetings.

- Identify and qualify expansion opportunities, routing them to Sales when appropriate.

- Execute save playbooks for at-risk accounts within your portfolio, partnering with CS Operations on process improvements.

- Partner with the CS Operations Manager on scaling repeatable, proactive outreach motions across the Tier 5+ segment.

KEY SKILLS & EXPERIENCE

- 2–4 years of experience in Customer Success, Account Management, or a related client-facing field.

- Demonstrated experience owning or co-owning a book of business, with accountability for retention or growth metrics.

- Strong understanding of business process and the ability to translate customer needs into internal action.

- Comfort managing multiple accounts, priorities, and internal stakeholders simultaneously.

- Strong written and verbal communication skills; professional and confident with customers at all levels.

- Experience with Salesforce, Vitally (or a comparable CS/CRM platform), and Microsoft Office Suite.

- Bachelor's degree or equivalent work experience; SaaS industry experience strongly preferred.

MANAGEMENT BY OBJECTIVES

The Customer Success Specialist will be measured on results that reflect both portfolio outcomes and proactive execution quality:

Portfolio Performance (Tier 5+ Named Accounts)

- Maintain GRR in line with the CSM team benchmark for the Tier 5+ segment.

- Maintain NRR in line with the CSM team benchmark for the Tier 5+ segment.

Customer Experience

- Maintain an NPS/CSAT for your named portfolio consistent with or above the Tier 5+ segment target.

Operational Execution

- Keep Account Plans and activity records current in Vitally for 100% of named accounts.

- Maintain the determined cadence of stakeholder meetings across your portfolio.

- Execute save playbooks and support Customer Success Associate escalations within the determined SLA.

WHY THIS ROLE MATTERS

This role closes the gap between reactive, pooled support and full enterprise account ownership; giving our Tier 5+ SMB customers a proactive, named point of contact without the cost of a full Customer Success Manager. It's also a clear next step for high-performing Customer Success Associates and a proving ground for future Customer Success Managers, giving Geoforce a scalable bench of proactive CS talent as the Tier 5/6 segment grows.

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