Customer Success Manager

Summary

Samsara is the pioneer of the Connected Operations Cloud, an IoT platform that helps organizations using physical operations improve safety, efficiency, and sustainability. The Customer Success Manager will help mid-market customers adopt the platform, realize business value, renew and expand, and optimize complex products through strategic engagements, technical consultation, and cross-functional collaboration.

Responsibilities

• 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

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
• 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
• 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

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
• 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

Nice to Haves

• 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

Benefits

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