Enterprise Customer Success Manager

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

Our Customer Success Managers work closely with our customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner.  Your customers span the entire range of businesses that power our economy, including trucking and transportation, food and beverage, passenger transit, utilities, construction, and many others.  This 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.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• Be a partner to our customers to ensure that they increase the safety, efficiency, and sustainability of their operations with our IoT platform 
• Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value 
• Orchestrate business reviews with our customers where we look back at past successes and align on upcoming goals 
• 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.
• Mitigate escalations and resolve customer issues
• Champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices 

Minimum requirements for the role:

• 4+ years of experience in a senior Customer Success, account management, 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 
• Demonstrated experience in successfully running customer facing value motions
• Solutions-oriented with strong problem solving skills
• Experience supporting or working with technical products
• Proven track record of building trust and communicating effectively 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 

An ideal candidate also has:

• Business fluency in French is a plus
• Strong bias for action, the ability to think big, with insistence on high standards
• Experience serving and supporting large-scale business solutions at Fortune 500 companies
• Thrives in an fast-paced, and change-heavy environment given Samsara’s rapid growth