Customer Success Manager – CSM

📋 Description

• Customer Value & ROI Management: Gain a comprehensive understanding of each customer's existing ORBCOMM solution portfolio, encompassing purchased products, asset coverage, expenditures, use cases, workflows, and business priorities.

• Create account-specific Customer Value Profiles that effectively document how customers utilize ORBCOMM solutions and the operational or financial benefits they derive.

• Identify and quantify, when feasible, essential value levers such as enhanced asset utilization, decreased dwell time, lower operating expenses, reduced detention/demurrage risks, improved visibility, cargo protection, maintenance efficiency, and minimized manual labor.

• Convert product usage data and customer insights into compelling ROI narratives that facilitate renewals, executive engagement, customer reference calls, and buyer/investor due diligence.

• Ensure strategic customers can express ORBCOMM’s value in their own terms.

• Revenue per Asset Growth: Collaborate with Sales and Product teams to uncover opportunities for increasing annualized recurring revenue per asset within targeted customer segments.

• Identify adoption gaps across relevant ORBCOMM products and services, including managed services and digital offerings.

• Recognize expansion opportunities based on customer requirements, usage trends, value gaps, and business priorities.

• Assist account teams in promoting pertinent digital, analytics, and service offerings that enhance both customer value and ORBCOMM’s revenue density.

• Monitor account-level progress against revenue per asset growth objectives.

• Customer Health & Reference Readiness: Maintain a clear overview of customer health across assigned accounts, including adoption rates, satisfaction levels, business value, executive engagement, renewal risks, and potential for expansion.

• Classify customers by reference readiness and create strategies to move priority accounts toward reference-ready status.

• Prepare executive-ready customer summaries, value narratives, QBR materials, and internal account briefs.

• Proactively identify risks and coordinate with Sales, Product, Support, and CSOP to ensure timely action is taken.

• Strengthen executive and operational relationships within assigned accounts.

• Strategic Account Engagement: Facilitate customer business reviews centered on value realization, adoption, ROI, and future opportunities.

• Conduct structured discovery sessions with customers to comprehend business objectives, workflows, challenges, and desired outcomes.

• Collaborate with account owners to align customer success plans with commercial account strategies. Serve as the customer's voice internally, assisting Product and leadership in understanding market needs, product deficiencies, and value opportunities.

• Ensure that customers remain engaged beyond issue resolution and recognize the broader value ORBCOMM can offer.

• Operating Model & Cross Functional Coordination: Work closely with the Customer Support Operations team to ensure that day-to-day support issues, service escalations, and operational requests are managed properly outside the CSM role.

• Maintain clear transitions between CSM, CSOP, Sales, Product, and Support. Engage in regular internal account reviews to discuss customer value, risks, adoption, expansion opportunities, and reference readiness.

• Utilize CRM, reporting tools, and internal dashboards to document account insights, value levers, adoption gaps, and growth prospects.

⛳️ Requirements

• 7+ years of experience in customer success, account management, solution consulting, business operations, or strategic customer engagement.

• Experience working with enterprise or strategic B2B customers.

• Strong capability to comprehend customer workflows, business challenges, and operational value drivers.

• Commercial mindset with the ability to identify expansion opportunities.

• Excellent communication skills, including the ability to produce executive-ready summaries and customer-facing value narratives.

• Ability to collaborate across functions with Sales, Product, Support, Finance, and Operations.

• Strong analytical skills and proficiency in working with customer data, product usage, ARR, asset counts, adoption metrics, and account health indicators.

• Experience supporting QBRs, executive reviews, customer success plans, or strategic account planning.

• Utilize AI-enabled tools and automation to enhance daily tasks and productivity.

• Commitment to ongoing learning in digital and AI literacy.

🏝️ Benefits

• Health and wellness coverage

• Paid time off

• Retirement or savings programs

• Flexible work arrangements

• Insurance coverage

• Lifestyle perks

• Access to employee discounts