Customer Success Operations Associate

Summary

Join Samsara's Customer Success team as a Data Analytics and Operations Manager and build best-in-class data analytics, systems, and enablement tools. You will work with the CS Operations Manager and CS Leadership to enhance the customer experience. This role involves creating executive reporting, dashboards, and KPIs, launching systems and tools to scale processes, and collaborating with cross-functional teams. The position requires strong business acumen, a passion for scaling organizations, and data-driven improvement skills. This remote position is open to candidates in Canada. You will drive continuous improvement, manage playbooks and processes, conduct industry research, and communicate progress to directors.

Requirements

• 2+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role
• Proven track record creating systems and processes that measurably increase team productivity and/or customer outcomes
• Experience launching change management operational process improvements
• Ownership of a critical business system for a function’s end-to-end processes
• Expert in data analysis, segmentation, and reporting - driving evidence-based decisions
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, and frontline managers
• Diplomacy, tact, and poise under pressure when working through issues
• Bachelor’s degree from a 4-year institution

Responsibilities

• Drive continuous improvement to achieve and maintain operational excellence for CS
• Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing!) CS organization
• Drive industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices
• Work with cross-functional leaders to deliver measurable outcomes for Samsara and our customers
• Communicate with directors on progress towards company goals and the status of strategic initiatives
• Lead with creative problem-solving by creating hypotheses, testing assumptions, and iterating on your ideas
• Build a project and change management foundation by establishing tools, processes, and communication standards within CS
• Build, maintain, and improve our data and reporting capabilities
• Build professional relationships with your team and cross-functional partners
• 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

• 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, fast-paced, and change-heavy environment
• A penchant for customer service, patience, and resourcefulness

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