Customer Success Manager VI

Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Senior Strategic Customer Success Manager will work closely with complex customers to drive initiatives, build relationships, and ensure they leverage Samsara's platform effectively.

Responsibilities:

• Strategic customer leader supporting our largest and most complex customers, including global and strategic engagements across sectors
• 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, 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
• Build and scale this role’s capabilities
• 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

Requirements:

• 10+ years of work experience with most recent experience in a senior Strategic 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 consulting customers on enterprise transformation programs with cross-functional stakeholders
• Demonstrated ability to present to and influence C-level audiences
• 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
• 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
• 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
• Thrives in an unstructured, fast-paced, and change-heavy environment
• Bachelor's degree from a 4-year institution
• Customer travel is expected up to 25-40%
• Deep industry expertise in physical operations and operational workflow redesign
• Experience designing customer value frameworks and multi-year operational transformation roadmaps
• Proficiency in advanced data analysis for value quantification and outcome measurement
• Master's degree in Business, Engineering, or related discipline