Customer Success Manager

Join Us as Customer Success Manager (CSM)! 

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention. In this pivotal role, you'll build and nurture strong relationships with clients, ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and be a trusted advisor to help our customers succeed, all while contributing to our mission of delivering exceptional customer experiences.

Why You’ll Love Working Here:     

The Customer Success Manager is responsible for ensuring customers achieve measurable business outcomes through the successful adoption and ongoing use of ORBCOMM solutions. This role owns the post-sale customer lifecycle and serves as a strategic advisor, focused on value realization, retention, and long-term account growth—not reactive support or task-based account management. 

The CSM partners closely with customers to understand their business objectives, align solutions to those goals, and proactively guide adoption while identifying risk and growth opportunities. Success in this role is measured by customer outcomes, retention, expansion, and advocacy. 

This role is not reactive support—it is a proactive, outcome-driven partnership role designed to maximize customer value and long-term business growth.

This role can be held remotely across the U.S.

What You’ll Do:  

• Own Customer Outcomes and Value Realization - Partner with customers to define success criteria and measurable outcomes aligned to their business goals. - Ensure customers achieve clear ROI and operational value from ORBCOMM solutions. - Translate product capabilities into business impact and outcomes for customer stakeholders. 
• Drive Adoption, Retention, and Growth - Proactively guide customers through adoption and maturity phases of their lifecycle. - Monitor customer health, usage trends, and engagement to identify risks and opportunities early. - Lead renewal conversations in partnership with Sales, positioning value rather than contract mechanics. 
• Serve as a Trusted Advisor - Build strong, multi-threaded relationships with customer stakeholders at all levels. - Act as the strategic point of contact post-sale, aligning ORBCOMM solutions to evolving customer needs. - Conduct regular Business Reviews focused on outcomes, value delivered, and next-step opportunities. 
• Customer Advocacy and Cross-Functional Leadership - Represent the voice of the customer internally, influencing Product, Support, Engineering, and Sales. - Coordinate internal resources to address customer challenges and remove barriers to success. - Escalate and manage risk proactively, ensuring accountability and resolution. 
• Data-Driven Success Management - Leverage analytics, reporting, and insights to inform customer conversations and success planning. - Deliver reporting focused on performance, ROI, and progress toward customer goals. - Maintain accurate customer data, success plans, and engagement history in CRM systems. 
• Expansion and Long-Term Account Strategy - Identify expansion opportunities through demonstrated value and evolving customer needs. - Collaborate with Sales to support upsell and cross-sell efforts rooted in customer outcomes. - Maintain a strategic account plan focused on long-term growth and partnership. 

What Success Looks Like:

• Customers consistently achieve their desired business outcomes.
• High retention and renewal rates across assigned accounts.
• Increased product adoption, engagement, and customer maturity.
• Identification and support of expansion opportunities driven by value.
• Strong customer advocacy, satisfaction, and long-term loyalty.

Who You Are:   

You’re self-driven and thrive in a collaborative environmen