Manager, Enterprise Customer Success - Select

Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve safety, efficiency, and sustainability in their physical operations. The Manager of Enterprise Customer Success will lead a team of Customer Success Managers, ensuring ongoing success and value realization for enterprise customers while defining and executing long-term strategies for the team.

Responsibilities:

• Ensure ongoing success and value realization for Samsara’s enterprise customers
• Define and execute long-term strategies for the Select Customer Success team that support Samsara’s commitment to providing excellent service
• Find and grow the next generation of CSMs at Samsara
• Keep executives informed of progress and advocate for change when needed
• Lead from the front with a willingness to get your hands dirty
• 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
• Hire, develop, and lead an inclusive, engaged, and high-performing team

Requirements:

• 8+ years in Customer Success, account management, or consulting
• 3+ years in management positions, including recruiting and retaining top talent
• Experience with $1M+ ACV customers
• Experience with Enterprise SaaS
• Ability to travel within the United States for customer meetings and events (up to 25%)
• Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara's C-suite
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance
• Solutions-focused with strong problem-solving skills and a bias for action
• Ability to think big while also executing with excellence
• Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives
• Bachelor's degree from a 4-year institution
• Led a team where each team member managed a portfolio of 8-20 accounts
• Experience using Gainsight
• Passion for going above and beyond the call of duty for their customers and team members
• Proven track record of partnering with account executives to develop and execute commercial expansion strategies
• Strong program management experience
• Strategic consulting experience