Customer Success Manager

Samsara provides an IoT platform that helps organizations operating physical assets improve safety, efficiency, and sustainability. The Customer Success Manager will manage a portfolio of mid-market accounts, helping customers adopt the platform, realize business value, and renew and expand. The role also involves technical guidance, customer workshops, cross-functional collaboration, and contributing to customer success playbooks and AI-powered workflows.

Responsibilities:

• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
• Manage a portfolio of ~100-200 named accounts, using AI tooling to Mid-Market your engagement, prioritize proactively, and drive efficiency and outcomes across your book of business
• Demonstrate a willingness to understand and explain technical issues to a non-technical audience and to engage the right cross-functional partners to drive resolution
• Compose joint success plans with customers, outlining their objectives, metrics, and timelines, and effectively removing any barriers to achieving business value
• Conduct workshops with customers to understand their current operations and recommend workflow changes to maximize the value of their Samsara products
• Deeply understand the Samsara platform’s capabilities — including its more technical and integration-related features — and explain them to businesses of all types: field services, utilities, long-haul transportation, school buses, and many more
• Help build the next chapter of Mid-Market CS at Samsara by contributing to the playbooks, workflows, and AI-powered motions that define how the team Mid-Markets
• 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:

• This is a remote position open to candidates residing in the US** *except***Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C
• 2 - 4+ years of experience in a customer success, account management, sales, or strategic consulting role
• This is a demanding position with high internal visibility that requires strong priority management and high emotional intelligence
• Experience supporting or working with technical products
• Solutions-oriented with strong problem-solving skills
• Proven track record of building trust and communicating effectively with a wide variety of internal and external stakeholders: executives, Sales, Product, Support, and Engineering leadership, and 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
• All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Enterprise SaaS experience preferred
• Experience working on a Renewal + Growth Quota
• Has a strong bias for action, the ability to think big, and insistence on high standards
• Has experience serving and supporting large-Mid-Market business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment
• AI First: Experience using AI tooling to drive efficiency and outcomes
• Technical Proficiency: Comfort with APIs and integrations