Senior Program Manager I - Customer Success

Samsara

97d • $100,257 - $151,650

About The Position

Samsara’s Customer Success (CS) team advises and guides our customers, ensuring they adopt Samsara and continuously gain business value from our products. We are the trusted point of contact for Samsara’s customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal. As part of the CS Operations team, the Strategic Program Manager will own and lead large-scale transformational programs supporting the Customer Success organization. This person will work closely with Customer Success stakeholders to identify critical priorities for the business, and scope, develop, and manage delivery of the work. This role requires a passion for scaling organizations, streamlining operations, and driving change management. Successful candidates have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience.

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

Nice To Haves

• 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

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 as we scale globally and across new offices

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees