Customer Success Manager – CSM

This is a fully remote position, open to applicants in Florida.

📋 Description

• Customer Value & ROI Management: Acquire a comprehensive understanding of each customer's existing ORBCOMM solution footprint, including purchased products, asset coverage, spending, use cases, workflows, and business priorities.

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

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

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

• Ensure that strategic customers can articulate ORBCOMM’s value in their own terminology.

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

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

• Discover expansion opportunities based on customer requirements, usage patterns, value discrepancies, and business priorities.

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

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

• Customer Health & Reference Readiness: Maintain a comprehensive overview of customer health across assigned accounts, encompassing adoption, satisfaction, business value, executive engagement, renewal risks, and expansion prospects.

• Segment customers based on reference readiness and devise strategies to elevate priority accounts to reference-ready status.

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

• Identify risks early and collaborate with Sales, Product, Support, and CSOP to ensure appropriate actions are initiated.

• Foster executive and operational relationships across assigned accounts.

• Strategic Account Engagement: Assist in customer business reviews focused on value realization, adoption, ROI, and future opportunities.

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

• Collaborate with account owners to align customer success plans with commercial account strategies, acting as the voice of the customer internally to help Product and leadership understand market needs, product gaps, and value opportunities.

• Ensure customers are engaged beyond mere issue resolution and recognize the broader value that ORBCOMM can deliver.

• Operating Model & Cross Functional Coordination: Collaborate closely with the Customer Support Operations team to ensure daily support issues, service escalations, and operational requests are effectively managed outside of the CSM role.

• Maintain clear handoffs between CSM, CSOP, Sales, Product, and Support. Participate in regular internal account reviews to assess 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 opportunities.

⛳️ 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.

• Commercially oriented with the ability to identify expansion opportunities.

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

• Proficient in cross-functional collaboration with Sales, Product, Support, Finance, and Operations teams.

• Strong analytical abilities and comfort with customer data, product usage, ARR, asset counts, adoption metrics, and account health indicators.

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

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

• Commitment to continuous 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