Customer Success Manager V

About the role:

Our Senior Strategic Customer Success Managers pick up where our Services team leaves off, working closely with Samsara’s largest, most complex customers to understand their operations and unique challenges, advising on how to leverage Samsara for their needs, and becoming their long-term partner. You will act as a transformation partner to your customers helping them to drive multi-year initiatives to transform their physical operations by driving executive alignment and influencing long-term customer roadmaps.

As the first person stepping into this role, you’ll partner closely with our Customer Outcomes leaders to build and define this role, including identifying and delivering content and processes that scale. Your role will be cross-functional in nature, working alongside other teams such as Product, Support, Sales and Finance, enabling you to experience multiple aspects of a fast-growing company from within.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

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:

• 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.
  
  

Minimum requirements for the role:

• 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%.
  
  

An ideal candidate also has:

• 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