Geotab - Customer Success Onboarding Specialist (12 Month Contract)

• In this role, you will support a portfolio of SMB customers during their critical first 60 days, ensuring they successfully implement our solution, achieve early wins, and build a foundation for long-term success. This role is ideal for someone who is passionate about helping customers get started, enjoys teaching and enablement, and wants to build a career in Customer Success. • 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).