Strategic Customer Success Manager

Samsara is the pioneer of the Connected Operations™ Cloud, enabling organizations to harness IoT data for improved operations. The Strategic Customer Success Manager will work closely with large Fleet customers to address their unique challenges and become their long-term strategic partner, collaborating across multiple teams to drive customer success.

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

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
• Customer travel is expected up to 25-40%
• 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
• Ability to thrive in an unstructured, fast-paced, and change-heavy environment