Customer Success Manager

Samsara’s Scaled Customer Success team helps customers adopt its IoT platform, realize measurable business value, and renew and expand. The Customer Success Manager advises Mid-Market customers on complex products and workflows, leads strategic engagements, and coordinates cross-functionally to support customer outcomes.

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

Requirements:

• 3 - 5+ years of experience in a technical customer success, account management, sales, sales engineering 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, 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
• Enterprise SaaS experience
• 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
• Experience using AI tooling to drive efficiency and outcomes
• Experience with APIs and integrations
• Experience with technical enablement and knowledge sharing across teams
• Familiarity with tools like Databricks and PowerBI
• Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics