Customer Success Coordinator, SMB

GPS Insight

  • Edmonton, AB
  • Permanent
  • Full-time
  • 29 days ago
  • Apply easily
Who We AreGPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management.We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our people at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go.Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us. Are you ready to take the ride?What We NeedWe are looking for a Customer Success Coordinator, SMB to join our Customer Experience team based out of our Edmonton Canada location.This role supports a high-volume portfolio of SMB customers and focuses on delivering a consistent, scalable customer experience. Rather than traditional high-touch account ownership, this position emphasizes proactive outreach, retention support, value reinforcement, and timely resolution of customer needs.You will play a key role in helping GPS Insight achieve its growth and retention goals while maintaining high customer satisfaction. This role reports to the Manager of Customer Experience.What You'll DoManage Customer Experience:
  • Serve as part of a team that supports a large volume of SMB customers across multiple communication channels (phone, email, chat, and video).
  • Act as a point of contact for customer questions, requests, and follow-ups, ensuring timely and effective responses.
  • Execute proactive, playbook-based outreach focused on customer adoption, engagement, and retention.
  • Identify customers showing signs of risk and escalate or collaborate internally to address issues early.
  • Reinforce product value by helping customers understand and use features that align with their business needs.
  • Process account-related activities such as expansion orders, hardware requests, and documentation in CRM systems.
  • Create and document leads for upsell and cross-sell opportunities in partnership with the Revenue team.
  • Collaborate closely with Support, Product, Sales, and Operations teams to resolve customer issues and improve the overall experience.
  • Serve as a voice of the customer, sharing feedback and trends that help improve products, processes, and customer outcomes.
Requirements
  • 2+ years of B2B customer-facing experience required.
  • 1+ years of experience supporting SaaS customers preferred.
  • Comfortable engaging with customers across multiple platforms such as Outlook, Salesforce, Teams, phone, and chat.
  • Strong verbal and written communication skills.
  • Customer-first mindset with a sense of urgency and accountability.
  • Highly organized with the ability to prioritize, self-manage, and multitask in a fast-paced environment.
  • Comfortable working in a scaled, high-volume customer model.
What We Offer
  • Fast paced and rapidly growing environment
  • Chance to deliver mission critical data that drives the operations of our economy
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
  • There's more as well! Speak with us to find out all details!
Benefits
  • 401(k) matching
  • Full Health Benefits (Health, Vision, Dental)
  • Employee assistance program
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Tuition reimbursement

GPS Insight