Customer Success Manager (CSM), Intermodal!

ORBCOMM is a pioneer in IoT technology, and they are seeking a Customer Success Manager (CSM) to drive customer satisfaction and retention within the Intermodal transportation ecosystem. In this role, you'll build relationships with intermodal carriers and logistics providers, ensuring they achieve maximum value from ORBCOMM's solutions while collaborating with cross-functional teams.

Responsibilities:

• Drive retention by deeply understanding intermodal transportation workflows, customer KPIs, and operational challenges across rail, ocean, and drayage environments
• Identify opportunities to expand adoption of ORBCOMM solutions across intermodal networks
• Ensure high customer satisfaction by serving as the primary point of contact for intermodal customers and maintaining strong, trusted relationships
• Align ORBCOMM solutions with intermodal KPIs such as asset utilization, dwell time, shipment visibility, service reliability, and cost optimization
• Partner with customers to integrate ORBCOMM solutions into their intermodal operations, driving efficiency, visibility, and measurable ROI
• Analyze asset and shipment data to deliver actionable insights that help customers optimize intermodal operations and decision-making
• Lead quarterly business reviews focused on performance metrics, roadmap alignment, operational outcomes, and strategic goals specific to intermodal use cases
• Monitor and improve customer satisfaction (NPS) through regular engagement, performance reviews, and proactive value delivery
• Partner with ORBCOMM University to deliver product, platform, and workflow training tailored to intermodal transportation use cases

Requirements:

• Bachelor's degree in Business, Information Technology, Supply Chain, Logistics, or a related field
• 5–7 years of experience in Customer Success, Account Management, or a customer-facing role supporting Intermodal transportation, logistics, rail, or maritime customers
• Hands-on knowledge of Intermodal transportation operations, including rail networks, ocean freight, container management, drayage, or terminal operations
• Proven ability to collaborate with Customer Support and Activation Services teams to resolve escalations and support customer onboarding
• Proficiency in Salesforce for CRM and case management
• Strong skills in Microsoft Office (Word, PowerPoint, Excel) for customer-facing communication and executive-level presentations
• Excellent communication, problem-solving, and relationship management skills across diverse stakeholder groups
• Strong organizational skills with the ability to manage multiple intermodal customer engagements simultaneously
• Leverage AI-enabled tools and automation to support daily tasks and productivity
• Commitment to continuous learning in digital and AI literacy
• Experience working in technology, telecommunications, IoT, or transportation technology (strongly preferred)