Senior Strategic Customer Success Manager

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

Senior Strategic Customer Success Managers partner closely with our lighthouse customers to understand their business and unique challenges, advise them on how to best leverage Samsara to meet their goals, and, ultimately, help them continuously realize business value from our products and services. You are the trusted advisor to our largest customers, managing the customer lifecycle once onboarding is complete through adoption, advocacy, and renewal. 

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. This role is also open to candidates located throughout Canada. 

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: 

• Serve as the trusted advisor to Samsara’s largest and most strategic customers in the US and Canada
• Understand the strategic priorities and desired outcomes for your book of business 
• Be an expert on Samsara’s Connected Operations platform to guide customers to improve their operations and workflows. Which includes but is not limited to the facilitation of live & virtual workshops with customers on best practices, including sponsorship, governance, operating model, adoption, platform maturity, and adoption strategies
• Partner closely with Samsara’s Account Executives on account strategy and planning to deepen product usage, identify and implement new use cases, continuously deliver business value, close renewals, and drive growth 
• Deliver on joint success plans with your customers – outlining their business goals, metrics, adoption plans, delivery timelines, and change management approach to effectively mitigate risk to achieving business value 
• Orchestrate executive business reviews with economic decision-makers and Samsara’s executive leadership focused on celebrating wins and aligning additional goals to increase the customer’s maturity on our platform
• Work closely with cross-functional teams such as Product, Engineering, Support, Finance, and Legal to drive progress on customer requests
• Provide high-quality customer service with an emphasis on customer appreciation and advocacy
• Serve as a mentor and coach on the team
• Contribute to Samsara’s customer success methodology and assets used by the broader Customer Success team
• 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:

• 10+ years of professional work experience, with 8 years of required experience in a Customer Success, Account Management, Sales Executive, Professional Consulting, or a similar discipline supporting Fortune 100 companies. Enterprise SaaS experience required
• 2+ years managing multiple $1M+ ARR customers and delivering business value through a structured framework
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given internal visibility of this role to all levels of the organization, including Samsara’s C-suite
• Solutions-focused with strong problem-solving skills and a bias for action
• Ability to think big while also executing with excellence
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software 
• Self-starter who takes initiative and thrives in an unstructured, fast-paced, change-heavy environment 
• Diplomacy, tact, and poise under pressure when working through customer issues
• Ability to travel for customer meetings and events (up to 25%)
• Bachelor’s degree from a 4-year accredited institution

An ideal candidate also has:

• Additional formal education through MBA, Masters’ Degree, PMP, or additional relevant formal training
• Passion for going above and beyond the call of duty for their customers and team members
• Proven track record of partnering with customers to deliver innovative solutions for their business
• Proven track record of partnering with account executives to develop and execute commercial expansion strategies
• Strong program management experience
• Strategic consulting experience
• Experience working in a team-based customer success environment

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles.  For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually. 

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.$107,100—$144,000 USD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations 

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working 

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

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