Senior Customer Success Manager

About the role:

Our Customer Success Managers pick up where our Implementation team leaves off, working 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 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: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity. Our vision to digitize large sectors of the global economy requires your full focus and best efforts to generate creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• 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 renewal-focused 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.
• Help Customers with a wide range of general inquiries and questions.
• Solve customer issues and escalations about Samsara products and services.
• Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests.
• Ability to prioritize work queue and backlog in addition to incoming customer requests.
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction.
• 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.

Minimum requirements for the role:

• 2-5 years of experience in a Customer Success, account management, or consulting role. SaaS experience preferred.
• Experience supporting or working with technical products.
• Solutions-oriented with strong problem-solving skills.
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment.
• Bachelor’s degree from a 4-year institution.
• Spanish and English fluency.

An ideal candidate also has:

• Has strong bias for standardization & automation, the ability to think big, with insistence on high standards.
• Thrives in a fast-paced and change-heavy environment.