Strategic Customer Success Manager

Summary

Join Samsara's Strategic Customer Success team as a key player in ensuring our top clients maximize the value of our IoT platform. You will work closely with clients to understand their needs, advise on platform customization, and build long-term partnerships. This cross-functional role involves collaboration with Sales, Support, Sales Engineering, and Product teams, offering exposure to various aspects of a rapidly growing company. You will be responsible for developing joint success plans, conducting executive business reviews, and leading workshops to optimize client workflows. The ideal candidate possesses strong problem-solving skills, excels at building relationships, and thrives in a fast-paced environment. This role offers significant growth opportunities within a supportive and collaborative team.

Requirements

• 6+ years of experience in a 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 assisting 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, 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 break down 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

• Has strong bias for action, the ability to think big, with insistence on high standards
• Has experience serving and partnering with large-scale business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment

Benefits

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