Customer Success Manager (CSM), Intermodal

About the Role

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention within the Intermodal transportation ecosystem. In this pivotal role, you'll build and nurture strong relationships with intermodal carriers, rail operators, ocean carriers, drayage providers, and logistics service providers—ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and act as a trusted advisor to help customers optimize intermodal operations, improve asset visibility, and drive measurable business outcomes.

This role supports our VIACHAIN business within ORBCOMM’s Transportation segment.

Why You’ll Love Working Here:

As a Customer Success Manager at ORBCOMM, you’ll drive customer satisfaction, retention, and growth by proactively managing a portfolio of Intermodal transportation customers. Working closely with the Account Team, you'll ensure customers realize the full value of ORBCOMM’s IoT and visibility solutions through structured onboarding, regular account reviews, quarterly business reviews (QBRs), and ongoing ROI monitoring. If you're passionate about transportation technology, intermodal logistics, and delivering measurable customer value, this role is for you.

This role is remote and can be based anywhere in the U.S.

What You’ll Do:

Customer Retention & Growth

• Drive retention by deeply understanding intermodal transportation workflows, customer KPIs, and operational challenges across rail, ocean, and drayage environments.
• Identify opportunities to expand adoption of ORBCOMM solutions across intermodal networks.

Customer Experience

• Ensure high customer satisfaction by serving as the primary point of contact for intermodal customers and maintaining strong, trusted relationships.

Customer KPIs

• Align ORBCOMM solutions with intermodal KPIs such as asset utilization, dwell time, shipment visibility, service reliability, and cost optimization.

Solution Success & ROI

• Partner with customers to integrate ORBCOMM solutions into their intermodal operations, driving efficiency, visibility, and measurable ROI.

Data Analysis

• Analyze asset and shipment data to deliver actionable insights that help customers optimize intermodal operations and decision-making.

Business Reviews

• Lead quarterly business reviews focused on performance metrics, roadmap alignment, operational outcomes, and strategic goals specific to intermodal use cases.

NPS

• Monitor and improve customer satisfaction (NPS) through regular engagement, performance reviews, and proactive value delivery.

Customer Training

• Partner with ORBCOMM University to deliver product, platform, and workflow training tailored to intermodal transportation use cases.

Who You Are:

You’re self-driven and thrive in a collaborative environment, ready to take ownership of your work. If you have:

• Bachelor’s degree in Business, Information Technology, Supply Chain, Logistics, or a related field.
• 5–7 years of experience in Customer Success, Account Management, or a customer-facing role supporting Intermodal transportation, logistics, rail, or maritime customers.
• Hands‑on knowledge of Intermodal transportation operations, including rail networks, ocean freight, container management, drayage, or terminal operations.
• Experience working in technology, telecommunications, IoT, or transportation technology (strongly preferred).
• Proven ability to collaborate with Customer Support and Activation Services teams to resolve escalations and support customer onboarding.
• Proficiency in Salesforce for CRM and case management.
• Strong skills in Microsoft Office (Word, PowerPoint, Excel) for customer-facing communication and executive-level presentations.
• Excellent communication, problem-solving, and relationship management skills across diverse stakeholder groups.
• Strong organizational skills with the ability to manage multiple intermodal customer engagements simultaneously.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.
• Commitment to continuous learning in digital and AI literacy.

Then we want to meet you!

Periodic Travel:

• Travel…