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Customer Success Manager, CSM
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Customer Success Manager, CSM
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Job Description:
own strategic customer value management for a portfolio of VIACHAIN accounts
ensure customers clearly understand, realize, and can articulate the value they receive from ORBCOMM’s solutions
help drive growth in revenue per asset by increasing adoption of applicable ORBCOMM products and services across priority customer segments
work closely with Sales, Product, Operations, Engineering, and Customer Support Operations to strengthen customer relationships
document ROI narratives, identify value levers, and support expansion opportunities that increase annualized recurring revenue per asset
focus on customer value realization, adoption, reference readiness, revenue expansion, and strategic account health
develop a deep understanding of each customer’s current ORBCOMM solution footprint
build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive
translate product usage and customer feedback into clear ROI narratives
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.