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

Head of Customer Success

Senior Manager, FCRM Testing

Customer Success Manager

Senior Customer Success Manager

Director, Customer Success Center