Director, Customer Success Operations

Join Us as the Director, Customer Success Operations!

Are you a results-driven leader passionate about process excellence and customer satisfaction? ORBCOMM is seeking a Director, Customer Success Operations, to optimize the systems, processes, and insights that power our global customer success organization. You’ll lead initiatives that streamline onboarding, customers interlocks, delight, renewals, and service delivery—enabling teams to deliver consistent, high-quality customer experiences worldwide.

Why You’ll Love Working Here

At ORBCOMM, we connect the world’s most remote assets through satellite and IoT technology, empowering customers in transportation, maritime, supply chain, and heavy equipment industries with real-time visibility and insight.

As part of our Customer Success leadership team, you’ll shape the tools, data, and processes that make our operations more efficient, and customer focused. You’ll collaborate with smart, driven teams who value innovation and accountability.

 While we welcome applicants from across the East Coast region of the U.S., we have a strong preference for talent based near our Sterling, VA and Ottawa, ON hubs. Team members in these regions have the flexibility to work in a hybrid capacity from ORBCOMM’s Sterling or Ottawa hubs. 

What You’Ll Do

Operational Leadership & Strategy

• 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.
• Partner with Finance and FP&A on forecasting, resource planning, and performance reporting.

Data, Systems, & Insights

• 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.

Process Optimization & Governance

• Standardize onboarding, support, and renewal processes globally.
• Drive readiness for new product launches and ensure Customer Success alignment across teams.
• Oversee documentation, training, and continuous improvement initiatives.

Cross-Functional Partnership

• Collaborate with Sales, Business Units, Product and Engineering to prioritize customer feedback and experience enhancements.
• Partner with Sales and Marketing on retention, upsell, and customer value initiatives.
• Support leadership with data and insights for QBRs and strategic reviews.

Team Leadership

• Lead and mentor a high-performing Customer Success operations team focused on accountability and growth.
• Build a culture of process excellence and proactive problem-solving.

Who You Are

• 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.

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 by visiting us 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 accommodation for individuals with disabilities upon request throughout all aspects of the selection process.