Senior Strategic Customer Success Manager
Samsara
Job highlights
Summary
Join Samsara's Customer Success team as a Senior Strategic Customer Success Manager! You will serve as a trusted advisor to our largest customers, guiding them on leveraging our Connected Operations platform. Responsibilities include understanding customer needs, developing strategies for platform adoption, and collaborating with cross-functional teams. This role requires extensive experience in customer success, account management, or related fields, particularly with Fortune 100 companies and managing high-value accounts. The ideal candidate possesses strong executive communication skills, problem-solving abilities, and a passion for exceeding customer expectations. Samsara offers a competitive compensation package, including base salary, bonus, RSUs, and benefits.
Requirements
- 10+ years of professional work experience, with 8 years of required experience in a Customer Success, Account Management, Sales Executive, Professional Consulting, or a similar discipline supporting Fortune 100 companies. Enterprise SaaS experience required
- 2+ years managing multiple $1M+ ARR customers and delivering business value through a structured framework
- Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given internal visibility of this role to all levels of the organization, including Samsara’s C-suite
- Solutions-focused with strong problem-solving skills and a bias for action
- Ability to think big while also executing with excellence
- 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
- Self-starter who takes initiative and thrives in an unstructured, fast-paced, change-heavy environment
- Diplomacy, tact, and poise under pressure when working through customer issues
- Ability to travel for customer meetings and events (up to 25%)
- Bachelor’s degree from a 4-year accredited institution
Responsibilities
- Serve as the trusted advisor to Samsara’s largest and most strategic customers in the US and Canada
- Understand the strategic priorities and desired outcomes for your book of business
- Be an expert on Samsara’s Connected Operations platform to guide customers to improve their operations and workflows. Which includes but is not limited to the facilitation of live & virtual workshops with customers on best practices, including sponsorship, governance, operating model, adoption, platform maturity, and adoption strategies
- Partner closely with Samsara’s Account Executives on account strategy and planning to deepen product usage, identify and implement new use cases, continuously deliver business value, close renewals, and drive growth
- Deliver on joint success plans with your customers – outlining their business goals, metrics, adoption plans, delivery timelines, and change management approach to effectively mitigate risk to achieving business value
- Orchestrate executive business reviews with economic decision-makers and Samsara’s executive leadership focused on celebrating wins and aligning additional goals to increase the customer’s maturity on our platform
- Work closely with cross-functional teams such as Product, Engineering, Support, Finance, and Legal to drive progress on customer requests
- Provide high-quality customer service with an emphasis on customer appreciation and advocacy
- Serve as a mentor and coach on the team
- Contribute to Samsara’s customer success methodology and assets used by the broader Customer Success 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
Preferred Qualifications
- Additional formal education through MBA, Masters’ Degree, PMP, or additional relevant formal training
- Passion for going above and beyond the call of duty for their customers and team members
- Proven track record of partnering with customers to deliver innovative solutions for their business
- Proven track record of partnering with account executives to develop and execute commercial expansion strategies
- Strong program management experience
- Strategic consulting experience
- Experience working in a team-based customer success environment
Benefits
- Competitive total compensation package
- Employee-led remote and flexible working
- Health benefits
- Samsara for Good charity fund
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