Customer Success Manager V

Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Senior Strategic Customer Success Manager will work closely with large, complex customers to drive multi-year initiatives, ensuring they leverage Samsara's platform effectively to enhance safety, efficiency, and sustainability.

Responsibilities:

• Strategic customer leader supporting our largest and most complex customers, including global and strategic engagements across sectors
• 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, 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
• Build and scale this role’s capabilities
• 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

Requirements:

• 10+ years of work experience with most recent experience in a senior Strategic 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 consulting customers on enterprise transformation programs with cross-functional stakeholders
• Demonstrated ability to present to and influence C-level audiences
• 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
• 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
• 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
• Thrives in an unstructured, fast-paced, and change-heavy environment
• Bachelor's degree from a 4-year institution
• Customer travel is expected up to 25-40%
• Deep industry expertise in physical operations and operational workflow redesign
• Experience designing customer value frameworks and multi-year operational transformation roadmaps
• Proficiency in advanced data analysis for value quantification and outcome measurement
• Master's degree in Business, Engineering, or related discipline