Customer Success Manager supporting clients in telecom and AI solutions. Involves customer development and ensuring excellent experiences.
About the role
- Director of Customer Success Operations managing operational leadership and strategy at ORBCOMM. Overseeing processes and data insights to enhance customer experiences globally.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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