Strategic Customer Success Manager

Samsara•Toronto, ON

10h•CA$120,755 - CA$156,272•Remote

About The Position

Our Strategic Customer Success Managers pick up where our Services team leaves off, working closely with Samsara’s largest Fleet customers to understand their unique challenges, advising on how to leverage Samsara for their needs, and becoming their long-term strategic partner. Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a hyper-growth company from within. This is a remote position open to candidates residing in Canada. Customer travel is expected up to 25-40%.

Requirements

6+ years of work experience with most recent experience in a senior Customer Success, account management, or strategic consulting role
Experience supporting Enterprise SaaS and/or Fortune 500 companies
Strong priority management and high emotional intelligence; this is a demanding position with high internal visibility
Experience supporting or working with technical products
Solutions-oriented with strong problem-solving skills
Proven track record of building trust, communicating effectively and driving change 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

Nice To Haves

Experience serving and supporting large-scale business solutions at Fortune 500- companies.
Strong bias for action, the ability to think big, with insistence on high standards.
Thrives in an unstructured, fast-paced, and change-heavy environment.

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, and 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 understand 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.
Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests.
Serve as a mentor to the wider Customer Success 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