Title: Customer Success Manager (CSM), VIACHAIN Location: Florida, USA Employee - Full-Time Job Description: Join Us as Customer Success Manager, VIACHAIN 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. Why You'll Love Working Here: 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 Florida, with domestic and international travel required. What You'll Do: Customer Value & ROI Management - 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. Revenue per Asset Growth - 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. Customer Health & Reference Readiness - 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. Strategic Account Engagement - 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. Operating Model & Cross Functional Coordination - 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. Success Measures The Customer Success Manager will be measured on: - Completion and quality of Customer Value Profiles for assigned accounts. - Identification of clear value levers and ROI narratives. - Number of customers moved toward reference ready status. - Expansion opportunities identified and qualified with Sales. - Progress against annualized recurring revenue per asset growth goals. - Adoption of applicable ORBCOMM products and services. - Accuracy and completeness of account health assessments. - Reduction in CSM involvement in routine support/firefighting activities. - Strength and quality of customer executive engagement. Who You Are: The ideal candidate is commercially minded, analytical, customer-facing, and able to connect operational use cases to business value. This person should be comfortable engaging with customers, account teams, product leaders, and executives to understand what customers are buying, how they are using ORBCOMM solutions, and where additional value can be created. They should be able to move beyond reactive support and help customers answer the question: "What business value are we getting from ORBCOMM, and where can we get more?" Required Qualifications - 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. Preferred Qualifications - 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. The Benefits of Working Here 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. How We Hire ORBCOMM uses technology-enabled tools, including artificial intelligence (AI), to support parts of the recruitment process. All hiring decisions are made by people, as part of our human-led, tech-enabled culture. About Us At ORBCOMM, we're pioneers in IoT technology that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations, and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors, including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change at www.orbcomm.com! Ready to Join Us? We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you're seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you. We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted. At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.

Role Description The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices. Responsibilities - Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery. - Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents. - Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners. - Build PowerPoint decks for client presentations (QBR’s, kick-offs, status meetings). - Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution. - Deliver successful client partnerships that result in high client satisfaction, retention, and growth. - Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats). - Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners. - Deliver and ensure client training on Vatica Health tools, processes, and reports. - Support operational and financial plans and maintain actuals and forecasts. - Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement. - Design and develop best practices in client engagement and implementation to deliver industry-leading client experience. Qualifications - 4+ years in a healthcare client-facing role with progressive experience. - 4+ years leading complex projects. - Healthcare experience required; required experience in Risk Adjustment, Quality of Care. - Strong project performance analysis and strategic PowerPoint deck building skills. - Outstanding customer service skills. - Experience organizing, analyzing, and presenting data. - Strong ability to learn at a fast pace, apply knowledge and be consultative. - Strong computer (including Microsoft Office), grammar, and multi-tasking skills. - Strong attention to detail, time management, and decision-making skills. - Ability to work with significant independence and minimal supervision. - Ability to travel during the week. Benefits - Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar. - Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded. - 401k plans – we want to empower you to prepare for your future. - Room for growth and advancement – we love our employees and want to develop within. - Comprehensive Medical, Dental, and Vision insurance plans. - Tax-free Dependent Care Account. - Life insurance, short-term, and long-term disability. - Excellent PTO policy (everyone deserves a vacation now and then). - Great work-life balance environment – We believe family comes first! - Strong supportive teams – There is always a helping hand when you need it.

Role Description Wir suchen einen Customer Success Manager (B2C) der eigenverantwortlich einen festen Kundenstamm von ca. 2.000+ Kunden betreut. Du bist der zentrale Ansprechpartner und sorgst dafür, dass unsere Kunden optimal betreut werden, Lösungen erhalten und eine durchgehend positive Erfahrung mit unserem Service und unseren Produkten haben. - Betreuung eines festen Kundenportfolios (B2C) - Unterstützung bei rechtlichen Anliegen (keine Rechtsberatung erforderlich) - Identifikation und Lösung von Problemen - Proaktive Begleitung und Unterstützung unserer Kunden - Beratung zu passenden Lösungen und Services - Enge Zusammenarbeit mit unserem Legal- und Backoffice-Team Qualifications - Starke Kommunikationsfähigkeit (klar, ruhig, lösungsorientiert) - Eigenverantwortung und unternehmerisches Denken - Erfahrung im Umgang mit Kunden (Support, Vertrieb oder Customer Success) - Fähigkeit, auch in schwierigen Situationen souverän zu bleiben - Zielorientiertes Arbeiten mit Fokus auf Kundenzufriedenheit und langfristige Kundenbeziehungen Benefits - Fixgehalt: 3.200 € – 3.800 € brutto / Monat - 100% Remote - Zusätzlich attraktives leistungsbasiertes Bonusmodell - Eigenverantwortlicher Kundenstamm (keine reine Ticketbearbeitung) - Klare Entwicklungsmöglichkeiten (Senior / Team Lead) - Moderner Arbeitsplatz mit starkem Fokus auf Automatisierung & KI

Role Description Wir suchen einen Customer Success Manager (B2C) der eigenverantwortlich einen festen Kundenstamm von ca. 2.000+ Kunden betreut. Du bist der zentrale Ansprechpartner und sorgst dafür, dass unsere Kunden optimal betreut werden, Lösungen erhalten und eine durchgehend positive Erfahrung mit unserem Service und unseren Produkten haben. - Betreuung eines festen Kundenportfolios (B2C) - Unterstützung bei rechtlichen Anliegen (keine Rechtsberatung erforderlich) - Identifikation und Lösung von Problemen - Proaktive Begleitung und Unterstützung unserer Kunden - Beratung zu passenden Lösungen und Services - Enge Zusammenarbeit mit unserem Legal- und Backoffice-Team Qualifications - Starke Kommunikationsfähigkeit (klar, ruhig, lösungsorientiert) - Eigenverantwortung und unternehmerisches Denken - Erfahrung im Umgang mit Kunden (Support, Vertrieb oder Customer Success) - Fähigkeit, auch in schwierigen Situationen souverän zu bleiben - Zielorientiertes Arbeiten mit Fokus auf Kundenzufriedenheit und langfristige Kundenbeziehungen Benefits - Fixgehalt: 3.200 € – 3.800 € brutto / Monat - 100% Remote - Zusätzlich attraktives leistungsbasiertes Bonusmodell - Eigenverantwortlicher Kundenstamm (keine reine Ticketbearbeitung) - Klare Entwicklungsmöglichkeiten (Senior / Team Lead) - Moderner Arbeitsplatz mit starkem Fokus auf Automatisierung & KI