Customer Success Manager (CSM), VIACHAIN

ORBCOMM•Chicago, IL

3d•Remote

About The Position

The Customer Success Manager will own strategic customer value management for a portfolio of VIACHAIN accounts (ORBCOMM’s Smart Container and Smart Trailer businesses). This role is responsible for ensuring customers clearly understand, realize, and can articulate the value they receive from ORBCOMM’s solutions. A core objective of the role is to help drive growth in revenue per asset by increasing adoption of applicable ORBCOMM products and services across priority customer segments. The CSM will 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. This is not a traditional support or escalation management role. Day to day operational issues will be handled by the Customer Support Operations team. The CSM will focus on customer value realization, adoption, reference readiness, revenue expansion, and strategic account health. This role will be based remotely out of Chicago, IL, with domestic and international travel required.

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.

Nice To Haves

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.

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.