Customer Success Manager

Samsara•Remote - US, GA

5h•$88,090 - $118,440•Remote

About The Position

Samsara’s Scaled Customer Success team ensures customers adopt our platform, realize measurable business value, and renew and expand with confidence. Scaled Customer Success Managers pick up where our Implementation team leaves off, working closely with top customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner. Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product, enabling you to experience multiple aspects of a hyper-growth company from within. This position will take on a more technical approach to account management than a typical CSM, a successful candidate will be able to learn, understand, and convey the value of Samsara’s most complex products and features to our largest Mid-Market customers.

Requirements

3 - 5+ years of experience in a technical customer success, account management, sales, sales engineering 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 supporting 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 internal and external stakeholders: executives, Sales, Product, Support 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

Nice To Haves

Has strong bias for action, the ability to think big, with insistence on high standards
Has experience serving and supporting large-scale business solutions at Fortune 500 companies
Thrives in an unstructured, fast-paced, and change-heavy environment
AI First: Experience using AI tooling to drive efficiency and outcomes
Technical Proficiency: Experience with APIs and integrations.
Knowledge Sharer: Experience with technical enablement and knowledge sharing across teams.
Adept in Big Data: Familiarity with tools like Databricks and PowerBI.
Industry Knowledge: Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics.

Responsibilities

Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
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.
Demonstrate a willingness to learn, investigate, diagnose and resolve technical issues for customers.
Drive business transformation by leading strategic customer engagements to deeply understand current operations and business goals, allowing for proactive workflow transformations and architecting action plans that define the metrics and timelines necessary to remove barriers and deliver business value.
Orchestrate product consultation workshops and value check-ins for our most complex partnerships, leading to feature and workflow change recommendations that help customers get the most out of their Samsara products.
Influence internal roadmaps across Product, Finance, and Support to drive mission-critical customer initiatives.
Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their Samsara products.
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.