Senior Customer Success Manager

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Customer Success Manager! You will work closely with customers to understand their needs and customize Samsara's IoT platform to improve their safety, efficiency, and sustainability. This cross-functional role involves collaborating with Sales, Support, Sales Engineering, and Product teams. You'll be responsible for composing joint success plans, conducting business reviews, and resolving customer issues. This is a high-impact role where you'll contribute to the digital transformation of key industries. Samsara offers a supportive culture that encourages career development and provides opportunities to make a real-world impact.

Requirements

• 2-5 years of experience in a Customer Success, account management, or consulting role. SaaS experience preferred
• Experience supporting or working with technical products
• Solutions-oriented with strong problem-solving skills
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Bachelor’s degree from a 4-year institution
• Spanish and English fluency

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, timelines, and effectively removing any barriers to achieving business value
• Orchestrate renewal-focused business reviews with our customers where we look back at past successes and align on upcoming goals
• 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
• Mitigate escalations and resolve customer issues
• Help Customers with a wide range of general inquiries and questions
• 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

• Has strong bias for standardization & automation, the ability to think big, with insistence on high standards
• Thrives in a fast-paced and change-heavy environment

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund