Customer Success Manager

Summary

Join Samsara, a leader in the Connected Operations™ Cloud, as a Customer Success Specialist! This remote position, open to candidates in Mexico, focuses on providing exceptional customer service to a diverse range of industrial clients. You will troubleshoot account issues, manage requests, and ensure customer satisfaction across multiple communication channels. Success in this role requires strong problem-solving and communication skills, along with experience in a fast-paced contact center environment. This is a growth-oriented position with opportunities for career advancement within a supportive and collaborative team. Samsara offers a competitive compensation package and benefits, including flexible working arrangements and health benefits.

Requirements

• 1-3 years of experience in a customer-facing role within a contact center type environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
• Proficient with macOS

Responsibilities

• Help Customers with a wide range of general inquiries on billing issues and questions
• Handle customer questions about contract renewals and cancellations
• Solve customer issues and escalations about Samsara products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
• 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

Preferred Qualifications

• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
• Spanish and/or French fluency is a plus

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