Senior Manager, Customer Success Systems

Summary

Join Samsara as a Senior Manager, Customer Success Systems and play an integral role in establishing the systems, processes, and people that form the backbone of Samsara’s customer success experience. Deliver the technology enabling Samsara to provide enterprise-grade customer success to its expanding user base. This position requires a combination of customer success understanding in a SaaS environment and a proven track record in building systems that provide a best-in-class customer experience. This key leadership role is within the CS Operations organization, reporting to the Director, Customer Success & Operations, and partnering closely with Samsara’s Business Systems team. The position is remote, open to US candidates outside the San Francisco Bay, NYC, and Washington, D.C. metro areas. You will partner with the Global Customer Success team, select and architect the technology stack, lead integrations, build a high-performing team, define operating procedures and KPIs, and champion Samsara’s cultural principles.

Requirements

• 5-7 years of leadership experience
• Bachelor’s degree in Computer Science or related technical field
• Strong collaborative nature and experience working in multifunctional teams
• Exceptional communication skills and the ability to translate technical topics to a non-technical audience
• Excellent track record of project/program management involving operational processes
• Experience developing and implementing new strategies, procedures, and standardization
• Strong analytical and problem-solving skills

Responsibilities

• Partner with Samsara’s Global Customer Success team to define use cases and requirements for all core systems, including: Gainsight, Certinia, Matik, Gong, and more
• Select and architect an optimal technology stack for customer success, including components such as CRM, knowledge base, and quality monitoring tools
• Lead integration of our core operating system Gainsight with other key business platforms (e.g. Zendesk, Certinia)
• Recruit, develop and retain a high-performing team of system analysts and engineers, with exceptional communication and collaboration skills and deep experience in implementing customer success technologies
• Define standard operating procedures, KPIs, and best practices for the CS Systems team
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Preferred Qualifications

Experience with Customer Success tools like Gainsight, Totango, Certinina

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