Customer Success Manager (CSM), VIACHAIN

ORBCOMM is a pioneer in IoT technology that drives innovation and empowers clients to make data-driven decisions. The Customer Success Manager will own strategic customer value management for a portfolio of VIACHAIN accounts, focusing on ensuring customers understand and realize the value from ORBCOMM's solutions while driving revenue growth through increased product adoption.

Responsibilities:

• Develop a deep understanding of each customer’s current ORBCOMM solution footprint, including products purchased, asset coverage, spend, use cases, workflows, and business priorities
• Build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive
• Identify and quantify, where possible, key value levers such as improved asset utilization, reduced dwell time, lower operating costs, reduced detention/demurrage exposure, improved visibility, cargo protection, maintenance efficiency, and reduced manual work
• Translate product usage and customer feedback into clear ROI narratives that support renewals, executive engagement, customer reference calls, and buyer/investor diligence
• Ensure strategic customers can clearly articulate ORBCOMM’s value in their own words
• Partner with Sales and Product to identify opportunities to increase annualized recurring revenue per asset across target customer segments
• Map adoption gaps across applicable ORBCOMM products and services, including managed services and digital offerings
• Identify expansion opportunities based on customer needs, usage patterns, value gaps, and business priorities
• Support account teams in positioning relevant digital, analytics, and service offerings that increase both customer value and ORBCOMM revenue density
• Track account level progress against revenue per asset growth goals
• Maintain a clear view of customer health across assigned accounts, including adoption, satisfaction, business value, executive engagement, renewal risk, and expansion potential
• Segment customers by reference readiness and develop plans to move priority accounts toward reference ready status
• Prepare executive ready customer summaries, value narratives, QBR materials, and internal account briefs
• Identify risks early and coordinate with Sales, Product, Support, and CSOP to ensure appropriate action is taken
• Strengthen executive and operational relationships across assigned accounts
• Support customer business reviews focused on value realization, adoption, ROI, and future opportunities
• Conduct structured discovery with customers to understand business objectives, workflows, pain points, and desired outcomes
• Partner with account owners to align customer success plans with commercial account plans
• Act as the voice of the customer internally, helping Product and leadership understand market needs, product gaps, and value opportunities
• Ensure customers are engaged beyond issue resolution and understand the broader value ORBCOMM can provide
• Work closely with the Customer Support Operations team to ensure day to day support issues, service escalations, and operational requests are appropriately managed outside of the CSM role
• Maintain clear handoffs between CSM, CSOP, Sales, Product, and Support
• Participate in regular internal account reviews to discuss customer value, risks, adoption, expansion opportunities, and reference readiness
• Use 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 ability to understand customer workflows, business problems, and operational value drivers
• Commercial orientation with the ability to identify expansion opportunities
• Strong communication skills, including the ability to create executive ready summaries and customer facing value narratives
• Ability to work cross functionally with Sales, Product, Support, Finance, and Operations
• Strong analytical skills and comfort working 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
• Leverage AI-enabled tools and automation to support daily tasks and productivity
• Commitment to continuous learning in digital and AI literacy
• Experience in IoT, telematics, logistics, transportation, supply chain visibility, maritime, cold chain, trailer/container tracking, or SaaS/platform businesses
• Experience with ARR, recurring revenue models, product adoption, expansion motions, and revenue per asset or revenue per unit economics
• Familiarity with enterprise customer reference programs, ROI modeling, or value realization frameworks
• Experience working in a PE-backed or value creation focused business environment
• Ability to translate technical products and operational workflows into clear business outcomes