Customer Success Manager, CSM

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

📋 Description

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

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

• Contribute to revenue growth per asset by enhancing the adoption of relevant ORBCOMM products and services within priority customer segments.

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

• Document ROI narratives, identify value drivers, and support expansion opportunities that boost annual recurring revenue per asset.

• Emphasize customer value realization, adoption, readiness for references, revenue growth, and strategic account health.

• Gain an in-depth understanding of each customer's existing ORBCOMM solution landscape.

• Create account-specific Customer Value Profiles that clearly outline how customers utilize ORBCOMM solutions and the operational or financial benefits they receive.

• Convert product usage data and customer feedback into concise ROI narratives.

⛳️ Requirements

• A minimum of 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.

• Commercial mindset with the ability to identify opportunities for expansion.

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

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

• Robust analytical skills and comfort with customer data, product usage metrics, annual recurring revenue (ARR), asset counts, adoption metrics, and account health indicators.

• Experience in supporting Quarterly Business Reviews (QBRs), executive reviews, customer success plans, or strategic account planning.

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

• Dedication to continuous learning in digital and AI literacy.

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

• Familiarity with ARR, recurring revenue models, product adoption strategies, 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 translate technical products and operational workflows into clear business outcomes.

🏝️ Benefits

• Comprehensive health and wellness coverage.

• Paid time off.

• Retirement or savings programs.

• Flexible work arrangements.

• Insurance coverage.

• Lifestyle perks.

• Access to employee discounts.