Customer Success Manager
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Job Description
Manager of Customer Success team ensuring Enterprise customers derive value from Samsara solutions. Fostering a dynamic team culture and executing strategies for long-term success in physical operations.
Responsibilities:
- Ensure ongoing success and value realization for Samsara’s Enterprise Customers.
- Define and execute long-term strategies for the Enterprise Customer Success team that support Samsara’s commitment to providing excellent service and then scale it.
- Create goals, action plans, playbooks, and key metrics for the long-term success of Samsara’s Enterprise accounts.
- Deliver results across team KPIs and org level OKRs
- Keep executives informed of progress and advocate for change when needed.
- Lead from the front with a willingness to get your hands dirty.
- 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.
- Hire, develop and lead an inclusive, engaged, and high performing team.
Requirements:
- 8+ years relevant experience in a senior Customer Success, account management, or strategic consulting role
- 3+ years experience in a people management or leadership position
- Clear leadership presence that translates across all communication channels -- in person, over video, and in writing
- Solutions-focused with strong problem-solving skills
- Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
- Strong bias for action, the ability to think big while also executing with excellence
- Data-driven – you use it to build a clear picture of priorities. And if data isn’t readily available at your fingertips, you dig in and find ways to surface what you need
- Strong track record of mentoring and building teams from scratch -- and retaining talent
- Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
- Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
- Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Demonstrated ability to foster an inclusive team environment that values diverse perspectives
- Bachelor's degree from a 4-year institution.
- Ability to travel within the United States for customer meetings and events (up to 30%).
Benefits:
- competitive total compensation package
- employee-led remote and flexible working
- health benefits
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