Customer Success Manager

About the role:

Samsara’s Scaled Customer Success team ensures customers adopt our platform, realize measurable business value, and renew and expand with confidence. Scaled Customer Success Managers pick up where our Implementation team leaves off, working closely with top customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner. 

Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product, enabling you to experience multiple aspects of a hyper-growth company from within. 

This position will take on a more technical approach to account management than a typical CSM, a successful candidate will be able to learn, understand, and convey the value of Samsara’s most complex products and features to our largest Mid-Market customers.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.  

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform. 
• 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.
• Demonstrate a willingness to learn, investigate, diagnose and resolve technical issues for customers. 
• Drive business transformation by leading strategic customer engagements to deeply understand current operations and business goals, allowing for proactive workflow transformations and architecting action plans that define the metrics and timelines necessary to remove barriers and deliver business value.
• Orchestrate product consultation workshops and value check-ins for our most complex partnerships, leading to feature and workflow change recommendations that help customers get the most out of their Samsara products.
• Influence internal roadmaps across Product, Finance, and Support to drive mission-critical customer initiatives.
• Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their Samsara products.
• 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.  

Minimum requirements for the role:

• 3 - 5+ years of experience in a technical customer success, account management, sales, sales engineering or strategic consulting role. Enterprise SaaS experience preferred. 
• This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence 
• Experience supporting or working with technical products
• Solutions-oriented with strong problem-solving skills
• Proven track record of building trust and communicating effectively with a wide variety of internal and external stakeholders: executives, Sales, Product, Support 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

An ideal candidate also has:

• Has strong bias for action, the ability to think big, with insistence on high standards
• Has experience serving and supporting large-scale business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment
• AI First: Experience using AI tooling to drive efficiency and outcomes
• Technical Proficiency: Experience with APIs and integrations.
• Knowledge Sharer: Experience with technical enablement and knowledge sharing across teams.
• Adept in Big Data: Familiarity with tools like Databricks and PowerBI.
• Industry Knowledge: Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics.