Customer Success Manager, CSM

📋 Description

• Take ownership of strategic customer value management for a portfolio of VIACHAIN accounts.

• Ensure that customers clearly comprehend, realize, and can articulate the value derived from ORBCOMM’s solutions.

• Drive revenue growth per asset by enhancing the adoption of relevant ORBCOMM products and services across key customer segments.

• Collaborate closely with Sales, Product, Operations, Engineering, and Customer Support Operations to enhance customer relationships.

• Document ROI narratives, identify value levers, and support expansion initiatives that boost annualized recurring revenue per asset.

• Emphasize customer value realization, adoption, reference readiness, revenue expansion, and the overall health of strategic accounts.

• Develop a comprehensive understanding of each customer’s existing ORBCOMM solution footprint.

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

• Convert product usage and customer feedback into compelling ROI narratives.

⛳️ Requirements

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

• Proven experience working with enterprise or strategic B2B customers.

• Strong aptitude for understanding customer workflows, business challenges, and operational value drivers.

• Commercially oriented with the capability to identify expansion opportunities.

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

• Ability to collaborate cross-functionally 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 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.

• Background in IoT, telematics, logistics, transportation, supply chain visibility, maritime, cold chain, trailer/container tracking, or SaaS/platform businesses.

• Familiarity with ARR, recurring revenue models, product adoption, expansion motions, and revenue per asset or unit economics.

• Knowledge of enterprise customer reference programs, ROI modeling, or value realization frameworks.

• Experience in a PE-backed or value creation-focused business environment.

• Ability to articulate technical products and operational workflows into clear business outcomes.

🏝️ Benefits

• Health and wellness coverage.

• Paid time off.

• Retirement or savings programs.

• Flexible work arrangements.

• Insurance coverage.

• Lifestyle perks.

• Access to employee discounts.