Customer Success Manager (CSM), Intermodal!

ORBCOMM

11h • Remote

About The Position

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention within the Intermodal transportation ecosystem. In this pivotal role, you'll build and nurture strong relationships with intermodal carriers, rail operators, ocean carriers, drayage providers, and logistics service providers—ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and act as a trusted advisor to help customers optimize intermodal operations, improve asset visibility, and drive measurable business outcomes. This role supports our VIACHAIN business within ORBCOMM’s Transportation segment.

Why
You’ll
Love Working Here:    

As a Customer Success Manager at ORBCOMM, you’ll drive customer satisfaction, retention, and growth by proactively managing a portfolio of Intermodal transportation customers. Working closely with the Account Team, you'll ensure customers realize the full value of ORBCOMM’s IoT and visibility solutions through structured onboarding, regular account reviews, quarterly business reviews (QBRs), and ongoing ROI monitoring. If you're passionate about transportation technology, intermodal logistics, and delivering measurable customer value, this role is for you.

This role is remote and can be based anywhere in the U.S.

Requirements

• Bachelor’s degree in Business, Information Technology, Supply Chain, Logistics, or a related field.
• 5–7 years of experience in Customer Success, Account Management, or a customer-facing role supporting Intermodal transportation, logistics, rail, or maritime customers.
• Hands-on knowledge of Intermodal transportation operations, including rail networks, ocean freight, container management, drayage, or terminal operations.
• Proven ability to collaborate with Customer Support and Activation Services teams to resolve escalations and support customer onboarding.
• Proficiency in Salesforce for CRM and case management.
• Strong skills in Microsoft Office (Word, PowerPoint, Excel) for customer-facing communication and executive-level presentations.
• Excellent communication, problem-solving, and relationship management skills across diverse stakeholder groups.
• Strong organizational skills with the ability to manage multiple intermodal customer engagements simultaneously.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.
• Commitment to continuous learning in digital and AI literacy.

Nice To Haves

• Experience working in technology, telecommunications, IoT, or transportation technology (strongly preferred).

Responsibilities

• Drive retention by deeply understanding intermodal transportation workflows, customer KPIs, and operational challenges across rail, ocean, and drayage environments.
• Identify opportunities to expand adoption of ORBCOMM solutions across intermodal networks.
• Ensure high customer satisfaction by serving as the primary point of contact for intermodal customers and maintaining strong, trusted relationships.
• Align ORBCOMM solutions with intermodal KPIs such as asset utilization, dwell time, shipment visibility, service reliability, and cost optimization.
• Partner with customers to integrate ORBCOMM solutions into their intermodal operations, driving efficiency, visibility, and measurable ROI.
• Analyze asset and shipment data to deliver actionable insights that help customersoptimizeintermodal operations and decision-making.
• Lead quarterly business reviews focused on performance metrics, roadmap alignment, operational outcomes, and strategic goals specific to intermodal use cases.
• Monitor and improve customer satisfaction (NPS) through regular engagement, performance reviews, and proactive value delivery.
• Partner with ORBCOMM University to deliver product, platform, and workflow training tailored to intermodal transportation use cases.

Benefits

• A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise 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 around the world.
• Benefits vary by location and include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and access to employee discounts—helping you thrive both professionally and personally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level