Customer Success Operations and Strategy Manager

Summary

Join Samsara's Customer Success team and build best-in-class data analytics, systems, and enablement tools. Work directly with the CS Operations Manager and CS Leadership to enhance the customer experience. This role involves creating executive reporting, dashboards, and KPIs, and launching systems and tools to scale and standardize processes. Collaborate with various teams, including Sales, Support, Product, and Finance. The ideal candidate possesses strong business acumen, a passion for scaling organizations, and a commitment to data-driven improvements. This remote position is open to candidates residing in Canada. You will impact industries that run our world, solve problems, build relationships, and architect your career at a rapidly growing company.

Requirements

• 8+ years of progressive data-driven, operational experience, ideally in a SaaS environment or a fast-paced management consulting role, with a proven track record of managing strategic initiatives
• Demonstrated success in designing and implementing complex systems and processes that measurably enhance team productivity and/or customer outcomes at scale
• Extensive experience managing significant change management operational process improvements across an organization
• Proven ownership and strategic oversight of critical business systems for a function’s end-to-end processes, including vendor management and roadmap development
• Exceptional track record of building trust, influencing, and communicating effectively with a wide variety of stakeholders, including executives, Product and Engineering, and senior frontline managers
• Superior diplomacy, tact, and poise under pressure when navigating complex issues and strategic discussions
• Bachelor’s degree from a 4-year institution

Responsibilities

• Work directly with the CS Operations Manager and CS Leadership to build out best-in-class Data Analytics, Systems, and Enablement Tools to enable the CS team to provide the best experience to Samsara’s customers
• Our data and analytics foundation will include executive reporting, health of business reviews, dashboards, and KPIs
• Launching systems and enablement tools will give you hands-on operating experience in scaling and standardizing processes in a growing organization
• Additionally, your role will be cross-functional in nature, working alongside other teams such as Sales, Support, Product, and Finance, enabling you to experience multiple aspects of a fast-growing company from within

Preferred Qualifications

• Ownership of the technology stack for a function’s end-to-end processes
• Strong knowledge of Gainsight and familiarity with Matik and DataBricks
• Strong bias for action, the ability to think big, with an insistence on high standards
• Thrives in an unstructured and change-heavy environment
• A penchant for customer service, patience, and resourcefulness

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working