Director / Manager, Customer Success

Job Description

Job Description

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.

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.

What We Need

Geoforce is seeking a Director / Manager, Customer Success Operations to lead, coach, and scale our Customer Success team. This role will oversee our Customer Success Managers (CSMs), ensuring they deliver an exceptional experience across the customer lifecycle while driving retention, growth, and long-term satisfaction.

You are someone who can see both the big picture and the operational details — leading by example, building strong customer-centric processes, and empowering your team to excel. You’ll play a critical role in defining and optimizing the customer journey, leveraging data and metrics to improve outcomes, and partnering cross-functionally to ensure our customers realize maximum value from Geoforce solutions.

This is a hybrid role based out of our headquarters in Plano, Texas.

Job Duties

Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance, customer-first culture.

Drive customer retention and satisfaction through scalable processes, metrics, and best practices.

Partner with Sales, Product Management, Support, and Engineering to ensure customer needs are represented and met.

Develop, monitor, and analyze team performance metrics (utilization, retention, NPS, renewals) and drive continuous improvement.

Standardize and optimize customer lifecycle processes, tools, and reporting (Salesforce, Vitally, etc.).

Oversee quarterly business reviews, renewals, and escalation management.

Serve as a senior point of contact for key customers when required.

Provide strategic insights to leadership regarding customer health, risks, and growth opportunities.

Travel as needed to support team members and customer engagement (estimated 10–15 trips per year).

Knowledge and Skills

Proven ability to lead and scale customer-facing teams, with a strong track record in Customer Success or related functions.

Strong operational mindset with the ability to design and optimize repeatable processes.

Excellent communication, leadership, and coaching skills with a knack for developing talent.

Ability to balance strategic thinking with hands-on execution.

Strong analytical skills, including comfort with data-driven decision-making and reporting.

Ability to collaborate across departments and influence stakeholders at all levels.

SaaS experience required; IoT, fleet management, telematics, or industrial technology experience strongly preferred.

Education and Work Experience

7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3 years in a leadership role.

3+ years of experience in a Director or VP level role leading a team of people

Bachelor’s degree or equivalent work experience.

Experience with Salesforce, Gainsight, and customer analytics tools required.

Industry background in Oil & Gas, Construction, Transportation, Equipment Rental, or related fields strongly preferred.