ORBCOMM

Customer Success Manager

• Build and execute the Customer Success operations roadmap aligned with company goals
• Create, maintain, and derive insights from CS metrics generated in Salesforce or through the ORBCOMM data lake
• Partner with the Regional CSM leaders to drive efficiency and productivity within their organizations
• Design scalable processes, KPIs, and tools to improve performance and customer outcomes
• Oversee Customer Success platforms (Salesforce, ORBCOMM data lake, etc.) ensuring automation, accuracy, and efficiency
• Develop dashboards to monitor NRR, NPS, CSAT, renewal rates, and coverage
• Turn data into actionable insights that improve customer experience and operational results
• Standardize onboarding, support, and renewal processes globally
• Drive readiness for new product launches and ensure Customer Success alignment across teams
• Collaborate with Sales, Business Units, Product and Engineering to prioritize customer feedback and experience enhancements
• Lead and mentor a high-performing Customer Success operations team focused on accountability and growth

Director, Customer Success Operations