Senior Customer Success Manager – Public Sector
Genesys
Director, Customer Success Operations
ORBCOMM
full-time
Posted on:
Location Type: Hybrid
Location: Sterling • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
IoT
About the role
- 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
Requirements
- Bachelor’s degree in Business, Operations, or related field; MBA preferred
- 10+ years in Customer Success, or Operations; 3+ years in leadership
- Proven success building scalable Customer Success operations in SaaS, IoT, or tech environments
- Strong command of Customer Success metrics, data analytics, and lifecycle management
- Proficiency in Salesforce, PowerBI, or similar tools
- Excellent communication, stakeholder management, and change leadership skills
- Experience working in a matrixed global organization.
Benefits
- Competitive salary
- Flexibility to work in a hybrid capacity from ORBCOMM’s Sterling or Ottawa hubs
- Opportunities for professional development and training
- Inclusive workplace and accommodation for individuals with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success operationsdata analyticslifecycle managementKPI designdashboard developmentprocess standardizationautomationperformance improvementSaaSIoT
Soft skills
communicationstakeholder managementchange leadershipmentoringcollaborationaccountabilitygrowth mindsetefficiencyproductivityinsight generation
Certifications
Bachelor’s degree in BusinessBachelor’s degree in OperationsMBA
