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Customer Success Manager

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Samsara

Nov 28

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Washington
    Remote

AI generated summary

  • You need 6+ years in senior Customer Success or consulting roles, experience with Enterprise SaaS, strong problem-solving skills, and a knack for managing stakeholder relationships.
  • You will ensure customers achieve operational success with IoT, develop success plans, conduct workshops, engage with executives, mentor peers, and collaborate with cross-functional teams.

Requirements

  • 6+ years of work experience with most recent experience in a senior Customer Success, account management, or strategic consulting role
  • Experience supporting Enterprise SaaS and/or Fortune 500 companies
  • Strong priority management and high emotional intelligence; this is a demanding position with high internal visibility
  • Experience supporting or working with technical products
  • Solutions-oriented with strong problem-solving skills
  • Proven track record of building trust, communicating effectively and driving change with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software
  • Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Bachelor’s degree from a 4-year institution
  • Customer travel is expected up to 25-40%.
  • Strong bias for action, the ability to think big, with insistence on high standards
  • Experience serving and supporting large-scale business solutions at Fortune 500 companies
  • Ability to thrive in an unstructured, fast-paced, and change-heavy environment

Responsibilities

  • Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
  • Compose joint success plans with customers, outlining their objectives, metrics, and timelines, and effectively removing any barriers to achieving business value
  • Orchestrate executive business reviews with our customers’ decision-makers and our executive leadership, where we look back at past successes and align on upcoming goals
  • Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their Samsara products
  • Deeply understand the Samsara platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many more.
  • Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests.
  • Serve as a mentor to the wider Customer Success teams
  • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

FAQs

Do we support remote work?

Yes, we support remote work for this position, allowing flexibility for candidates residing in the U.S. (excluding certain metro areas).

What is the primary role of a Customer Success Manager at Samsara?

The Customer Success Manager works closely with Samsara’s largest Fleet customers to understand their challenges, advise on leveraging Samsara’s solutions, and become their long-term strategic partner.

What experience is required for this role?

The role requires a minimum of 6+ years of work experience in a senior Customer Success, account management, or strategic consulting role, with experience supporting Enterprise SaaS and/or Fortune 500 companies.

What skills are important for the Customer Success Manager position?

Important skills include strong priority management, high emotional intelligence, solutions-oriented problem-solving, effective communication with diverse stakeholders, and the ability to thrive in a fast-paced environment.

What type of travel is expected for this role?

Customer travel is expected to be up to 25-40%.

Is a degree required for this position?

Yes, a Bachelor’s degree from a 4-year institution is required.

What kind of benefits does Samsara offer to full-time employees?

Samsara offers a competitive total compensation package that includes health benefits and flexible working options.

Are there opportunities for career growth in this role?

Yes, there are ample opportunities for career growth as the Customer Success team is shaping its future, and the role offers autonomy to master your craft.

What industries does Samsara support?

Samsara supports a variety of industries, including agriculture, construction, field services, transportation, and manufacturing.

Is there a focus on company culture at Samsara?

Yes, Samsara emphasizes a culture focused on customer success, building for the long term, adopting a growth mindset, inclusivity, and teamwork.

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Samsara

Pioneer of the Connected Operations Cloud

Technology
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a system of record that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. Samsara operates in North America and Europe and serves tens of thousands of customers across a wide range of industries including transportation, wholesale and retail trade, construction, field services, logistics, utilities and energy, government, healthcare and education, manufacturing, and food and beverage. The company's mission is to increase the safety, efficiency, and sustainability of the operations that power the global economy.