Customer Success Manager- Workforce
About The Position
SambaSafety's Customer Success organization oversees retention, growth, and service for our largest, most strategic customers. We are seeking a Senior Customer Success Manager to own and grow one of our most complex, strategic enterprise customers. This role requires a unique blend of executive presence, relationship-building, curiosity, patience, and operational rigor to navigate a large, guarded organization and elevate the partnership beyond transactional support. This is not a high-volume CSM role. It is a deep, strategic, long-horizon engagement that rewards persistence, critical thinking, and credibility.
Requirements
- Proven experience managing large, complex enterprise accounts at senior levels
- Strong stakeholder navigation in matrixed, politically complex organizations
- Demonstrated ability to rebuild or re-establish relationships with guarded, slow-moving customers
- Excellent discovery and reframing skills — understands the real question behind the question
- Ability to discuss data workflows and systems thinking credibly (no coding required)
- Exceptionally strong follow-up, organization, and ownership discipline
- Communication style that is tactfully direct — can push without burning trust
Nice To Haves
- Experience in gig economy, risk, compliance, insurance, or transportation domains
- Prior exposure to highly matrixed or regulated environments (e.g., Uber, Lyft, similar)
- Experience partnering with TAMs or engineering teams on complex integrations
- Background coaching or mentoring other CSMs on enterprise strategy
Responsibilities
- Serve as the primary strategic partner for our largest gig customer (Uber), operating at executive levels across multiple functions, in addition to another small set of customers
- Build and expand stakeholder relationships beyond procurement into product, engineering, compliance, legal, and risk teams
- Navigate guarded, slow-moving stakeholders with curiosity and patience — without becoming aggressive or disengaged
- Reframe transactional requests into outcome-oriented conversations tied to risk, compliance, and business impact
- Lead a pod model alongside a technical account lead and CSR, delegating tactical work while maintaining strategic ownership
- Understand and articulate data flows and workflows across integrated systems without requiring deep coding skills
- Proactively track open questions, dependencies, and follow-ups to maintain momentum
- Act as an internal advisor to other CSMs on enterprise navigation, procurement strategy, and exec engagement
Benefits
- Flexible and generous Paid Time Off and Paid Volunteer Days
- 401k Employer Match
- Generous Healthcare Benefits
- Up to 12 weeks paid time off for maternity leave based on tenure
- Wellness & Tuition Reimbursement
- Flexible Work Arrangements
- Lots of SambaSafety swag & SambaSafety Events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
