Enterprise Customer Success Manager

Summary

Join Samsara's Enterprise Customer Success team as a Customer Success Manager and work with top clients to enhance their operational safety, efficiency, and sustainability using our IoT platform. Collaborate with various teams, including Sales, Support, Sales Engineering, and Product, to create joint success plans, conduct executive business reviews, and lead workshops. You will deeply understand the Samsara platform and advise clients on workflow improvements. This role requires strong problem-solving skills, excellent communication, and the ability to build relationships. The position offers opportunities for career growth within a hyper-growth environment and is open to candidates residing in the US (excluding the San Francisco Bay Area, NYC Metro Area, and Washington, D.C. Metro Area).

Requirements

• 4+ years of experience in a senior Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferred
• 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 stakeholders: executives, Product 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

Responsibilities

• 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, and 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
• Serve as a mentor to the wider Customer Success and Support 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

Preferred Qualifications

• 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
• Thrives in an unstructured, fast-paced, and change-heavy environment

Benefits

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