Customer Success Manager

Summary

Samsara provides an IoT platform that helps organizations operating physical assets improve safety, efficiency, and sustainability. The Customer Success Manager will manage a portfolio of mid-market accounts, helping customers adopt the platform, realize business value, and renew and expand. The role also involves technical guidance, customer workshops, cross-functional collaboration, and contributing to customer success playbooks and AI-powered workflows.

Responsibilities

• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
• Manage a portfolio of ~100-200 named accounts, using AI tooling to Mid-Market your engagement, prioritize proactively, and drive efficiency and outcomes across your book of business
• Demonstrate a willingness to understand and explain technical issues to a non-technical audience and to engage the right cross-functional partners to drive resolution
• Compose joint success plans with customers, outlining their objectives, metrics, and timelines, and effectively removing any barriers to achieving business value
• Conduct workshops with customers to understand their current operations and recommend workflow changes to maximize the value of their Samsara products
• Deeply understand the Samsara platform’s capabilities — including its more technical and integration-related features — and explain them to businesses of all types: field services, utilities, long-haul transportation, school buses, and many more
• Help build the next chapter of Mid-Market CS at Samsara by contributing to the playbooks, workflows, and AI-powered motions that define how the team Mid-Markets
• 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

Skills

• 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
• 2 - 4+ years of experience in a customer success, account management, sales, or strategic consulting role
• 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, and 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
• All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Enterprise SaaS experience preferred
• Experience working on a Renewal + Growth Quota
• Has a strong bias for action, the ability to think big, and insistence on high standards
• Has experience serving and supporting large-Mid-Market 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:** Comfort with APIs and integrations

Qualifications

Must Haves

• 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
• 2 - 4+ years of experience in a customer success, account management, sales, or strategic consulting role
• 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, and 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
• All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable

Nice to Haves

• Enterprise SaaS experience preferred
• Experience working on a Renewal + Growth Quota
• Has a strong bias for action, the ability to think big, and insistence on high standards
• Has experience serving and supporting large-Mid-Market 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:** Comfort with APIs and integrations

Benefits

• Performance-based bonus/variable pay
• Equity (for eligible roles)
• A flexible, employee-led remote model
• A professional development stipend
• Comprehensive health and parental leave plans
• Remote work where it aligns with operational requirements