Customer Success Onboarding Specialist (12 Month Contract)

About the role

Geotab ® is a global leader in IoT and connected transportation and certified "Great Place to Work™." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab's open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it's like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram .

Responsibilities

• How you'll make an impact:
• Facilitate onboarding and implementation for new and migrating SMB customers, delivering back product training, best-practice guidance, and hands-on support to accelerate time-to-value and platform proficiency.
• Conduct onboarding calls, implementation sessions, and training workshops to guide customers through setup, configuration, and initial use cases.
• Document customer objectives and use cases during onboarding, creating clear success criteria and onboarding plans in collaboration with senior CSMs who will take the customers after their onboarding is completed.
• Build strong relationships with customer contacts during the onboarding phase, establishing trust and setting the foundation for ongoing engagement.
• Monitor onboarding progress and customer health during the first 60 days, identifying risks or delays and escalating to senior team members when needed.
• Proactively reach out to customers to ensure they are actively using the platform, troubleshoot common issues, and provide guidance on next steps.
• Respond to customer questions and requests during onboarding, coordinating with Support, Product, and senior CSMs to resolve issues quickly.
• Track and report on onboarding metrics (e.g., time-to-first-value, training completion, product adoption, early health scores).
• Maintain accurate records of onboarding activities, customer interactions, and progress updates in CRM and CS platforms.
• Contribute customer feedback and common onboarding challenges to internal teams to improve onboarding materials, processes, and product experience.
• Support the development of onboarding playbooks, templates, and self-service resources based on frontline learnings.
• Collaborate with the broader Customer Success team to ensure smooth handoffs from Sales and successful transitions to ongoing account management.
• Assist with customer communications, educational content creation, and scaled onboarding initiatives (e.g., webinars, help articles).
• What you'll bring to the role:
• Exceptional verbal and written fluency in English and Italian is required.
• Bachelor's degree or equivalent practical experience in a customer-facing role (e.g., customer support, onboarding, training, account coordination, or similar).
• 1-2 years of experience in Customer Success, onboarding, customer support, training, or a related customer-facing role (preferred but not required).
• Familiarity with B2B SaaS, IoT, or technology products is a plus but not required.
• Strong communication, listening, and presentation skills with the ability to explain technical concepts to non-technical audiences (mandatory).
• Customer-centric attitude and a passion for creating positive custom

Benefits

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