Customer Success Manager (CSM), VIACHAIN

Customer Success Manager, VIACHAIN

Join ORBCOMM as a Customer Success Manager (CSM) for VIACHAIN, focusing on the Smart Container and Smart Trailer businesses. This role is pivotal in ensuring customers understand, realize, and can articulate the value derived from ORBCOMM’s solutions.

Why You’ll Love Working Here:

A primary objective is to drive revenue growth per asset by increasing the adoption of ORBCOMM products and services within key customer segments. You will collaborate with Sales, Product, Operations, Engineering, and Customer Support Operations to enhance customer relationships, develop ROI narratives, identify value drivers, and support expansion opportunities that boost annualized recurring revenue.

This is not a traditional support or escalation role. The Customer Support Operations team handles day-to-day operational issues, allowing the CSM to concentrate on customer value realization, adoption, reference readiness, revenue expansion, and strategic account health.

This position is remote and based out of Florida, with required domestic travel.

What You’ll Do:

Customer Value & ROI Management

• Develop a deep understanding of each customer’s current ORBCOMM solution footprint, including products, asset coverage, spend, use cases, workflows, and business priorities.
• Build account-specific Customer Value Profiles detailing how customers utilize ORBCOMM solutions and the operational or financial value they gain.
• Identify and quantify key value levers such as improved asset utilization, reduced dwell time, lower operating costs, reduced detention/demurrage exposure, enhanced visibility, cargo protection, maintenance efficiency, and decreased manual work.
• Translate product usage and customer feedback into clear ROI narratives to support renewals, executive engagement, customer reference calls, and buyer/investor diligence.
• Ensure strategic customers can articulate ORBCOMM’s value in their own words.

Revenue per Asset Growth

• Partner with Sales and Product to identify opportunities for increasing annualized recurring revenue per asset across target customer segments.
• Map adoption gaps for 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 to increase both customer value and ORBCOMM revenue density.
• Track account-level progress against revenue per asset growth goals.

Customer Health & Reference Readiness

• Maintain a clear view of customer health across assigned accounts, assessing adoption, satisfaction, business value, executive engagement, renewal risk, and expansion potential.
• Segment customers by reference readiness and develop plans to move priority accounts towards this 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 timely action.
• Strengthen executive and operational relationships across assigned accounts.

Strategic Account Engagement

• 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, providing Product and leadership with insights into market needs, product gaps, and value opportunities.
• Ensure customers are engaged beyond issue resolution and understand the broader value ORBCOMM provides.

Operating Model & Cross Functional Coordination

• Collaborate closely with the Customer Support Operations team to ensure day-to-day support issues, service escalations, and operational requests are managed appropriately outside the CSM scope.
• 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.
• Utilize CRM, reporting tools, and internal dashboards to document account insights, value levers, adoption gaps, and growth opportunities.

Success Measures

The Customer Success Manager Will Be Measured On:

• Completion and quality of Customer Value Profiles for assigned accounts.
• Identification of clear value levers and ROI narratives.
• Number of customers moved toward reference-ready status.
• Expansion opportunities identified and qualified with Sales.
• Progress against annualized recurring revenue per asset growth goals.
• Adoption of applicable ORBCOMM products and services.
• Accuracy and completeness of account health assessments.
• Reduction in CSM involvement in routine support/firefighting activities.
• Strength and quality of customer executive engagement.

Who You Are:

The ideal candidate possesses a commercial mindset, strong analytical skills, customer-facing experience, and the ability to connect operational use cases to business value. You should be comfortable engaging with customers, account teams, product leaders, and executives to understand customer needs, solution usage, and areas for enhanced value creation.

You should be able to move beyond reactive support to help customers answer: “What business value are we getting from ORBCOMM, and where can we get more?”

Required Qualifications

• 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.

Preferred Qualifications

• 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.

The Benefits of Working Here:

A career with ORBCOMM offers a unique opportunity for skill development and expertise expansion in a collaborative, innovative environment. Beyond being part of an exceptional team, we provide a competitive, locally relevant benefits package designed to support our employees worldwide. Benefits vary by location but include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and employee discounts, promoting both professional and personal well-being.

How We Hire:

ORBCOMM utilizes technology-enabled tools, including AI, to assist in aspects of the recruitment process. All hiring decisions are human-led, reflecting our tech-enabled culture.

About Us:

ORBCOMM is a leader in IoT technology, driving innovation and enabling data-driven decisions for our clients. Our industry-leading solutions enhance productivity, streamline operations, and boost profitability. With over 30 years of experience and a comprehensive solution portfolio, we manage millions of assets globally across transportation, heavy industries, satellite, and maritime sectors. Discover how ORBCOMM transforms industries and unlocks data's potential at www.orbcomm.com.

Ready to Join Us?

We believe our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you seek a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is an excellent fit.

We are committed to fostering a diverse and inclusive workplace and appreciate all applicants. Only selected candidates will be contacted for an interview.

ORBCOMM is also dedicated to accessibility and offers accommodations for individuals with disabilities upon request throughout the selection process.

Key skills/competency

• Customer Success Manager
• Account Management
• B2B Customers
• ROI Analysis
• Revenue Growth
• Product Adoption
• Customer Value
• Strategic Account Planning
• Customer Relationships
• IoT Solutions