Remote Enterprise Customer Success Manager

About the role:

Our Enterprise Customer Success Managers pick up where our Implementation team leaves off, working closely with our top 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. 

This role is 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. An ideal candidate will be located in the Central or Eastern time zone. 

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.


• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.


• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.


• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.


• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

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, 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


• Serve as a mentor to the wider Customer Success and Support 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

Minimum requirements for this role:

• 4+ years of experience in a senior Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferred


• This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence 


• Customer travel is expected. Up to 25-40%.


• 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 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

An ideal candidate also has:

• 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


• Thrives in an unstructured, fast-paced, and change-heavy environment

Automatically included at the end of external job posts:

At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Our target total compensation market position is in the top 25% of all software and hardware companies. Our employees receive an above market-rate salary, an outstanding equity offering, employee-led remote and flexible working, team based incentive schemes, health benefits, personal development, Samsara for Good fund, and much, much more. Take a look at our Total Rewards site to learn more. 

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email View email address on talent.com or click here if you require any reasonable accommodations throughout the recruiting process.

US Only: Please note that Samsara’s COVID-19 vaccination policy requires all team members who will be meeting in person for business or working from one of our offices to be fully vaccinated against COVID-19. People who cannot be vaccinated for qualifying medical conditions, sincerely held religious beliefs, and other legally protected categories, may request an accommodation. 

Flexible Work

At Samsara, we have adopted a flexible way of working , enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants.