Strategic Program Manager - Customer Success Operations

Summary

Join Samsara's Customer Success (CS) Operations team as a Strategic Program Manager to lead large-scale transformational programs. You will work closely with stakeholders to identify priorities, scope, develop, and manage program delivery. This role requires a passion for scaling organizations, streamlining operations, and driving change management. You will lead the planning and delivery of complex programs, develop comprehensive strategies and roadmaps, collaborate with stakeholders, identify and solve operational problems, and champion Samsara's cultural principles. This remote position is open to candidates in Canada. The ideal candidate has strong business acumen, a passion for building at scale, and a proven track record of improving customer experience. Samsara offers a competitive total compensation package, including health benefits, flexible working, and more.

Requirements

• Bachelor's Degree from a 4-year institution
• 6-8 years of program management, customer success operations, strategy or consulting experience, ideally in a high-growth SaaS environment or fast-paced technology consulting role
• Demonstrated success launching transformational initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit, including problem solving and decision making skills, able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication, including ability to influence and lead cross-functional stakeholders, executives and front line managers
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs

Responsibilities

• Lead the end-to-end planning and delivery of our highest priority and most complex programs with an expert approach to execution, governance and change management
• Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program reporting and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications
• 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

• Experience with B2B hardware and SaaS products
• PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management
• Experience in a global Operations, Customer Success, or Customer Experience organization

Benefits

• Health benefits
• Employee-led remote and flexible working