Program Manager (Customer Success) Telecom

Inorsa is a rapidly growing company in the telecom and structural engineering industries, focused on transforming critical telecom infrastructure through innovative technology. The Program Manager (Customer Success) will serve as a technical backbone for customer relationships, ensuring successful implementation and adoption of the Inorsa platform within the telecom ecosystem.

Responsibilities:

• Serve as the primary post-sales technical owner for a portfolio of telecom infrastructure customers
• Develop and execute customer success plans aligned to engineering workflows, operational KPIs, and business outcomes
• Act as a trusted advisor to structural engineers, RF engineers, project managers, operations leaders, and executives
• Lead Executive Business Reviews (EBRs) focused on adoption, engineering efficiency, ROI, and roadmap alignment
• Ensure customers achieve measurable value from platform adoption across planning, analysis, design, and delivery
• Lead onboarding, configuration, and workflow mapping for engineering and design teams
• Translate traditional telecom infrastructure processes (e.g., structural analysis, tower modifications, drafting) into scalable SaaS workflows
• Support customer use cases involving:
• M&A, Lease Abstraction, Data Warehouse
• Structural analysis and modification workflows
• Tower, mount, and infrastructure design
• Engineering calculations, drawings, and compliance requirements
• Act as the technical escalation point for complex customer issues, coordinating closely with internal engineering and support teams
• Proactively monitor usage, system health, and adoption patterns to identify risk and optimization opportunities
• Serve as an advocate and Voice of the Customer (VoC) for users
• Partner closely with Product Management to:
• Validate feature requirements against real-world engineering workflows
• Influence roadmap prioritization with customer-backed insights
• Participate in design reviews, betas, and early access programs
• Translate customer feedback into clear, actionable product requirements grounded in industry realities
• Help define success metrics for new features and support successful customer rollout
• Drive product adoption and utilization across customer organizations
• Identify renewal risks early through engagement signals and lead mitigation strategies
• Partner with Sales and Leadership to:
• Support expansion opportunities (additional modules, seats, or enterprise rollouts)
• Provide technical credibility in late-stage sales or upsell conversations when needed
• Support customers as they scale usage across teams, regions, and projects
• Act as an internal subject matter expert on engineering workflows
• Provide guidance on:
• Industry best practices
• Regulatory and compliance considerations
• Emerging trends in infrastructure design and analysis
• Contribute to internal enablement by mentoring teammates and helping build scalable customer success playbooks