About this role
About the Role Samsara's Senior Strategic Customer Success Managers pick up where our Services team leaves off, working closely with Samsara’s largest, most complex customers to understand their operations and unique challenges, advising on how to leverage Samsara for their needs, and becoming their long-term partner. You will act as a transformation partner to drive multi-year initiatives to transform their physical operations by driving executive alignment and influencing long-term customer roadmaps. As the first person stepping into this role, you’ll partner closely with our Customer Outcomes leaders to build and define this role, including identifying and delivering content and processes that scale. Your role will be cross-functional in nature, working alongside other teams such as Product, Support, Sales and Finance, enabling you to experience multiple aspects of a fast-growing company from within.
What You'll Do
- Strategic customer leader supporting our largest and most complex customers, including global and strategic engagements across sectors
- 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 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
- Partner with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests
- Build and scale this role’s capabilities
- 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
What We're Looking For
- 10+ years of work experience with most recent experience in a senior Strategic 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 consulting customers on enterprise transformation programs with cross-functional stakeholders
- Demonstrated ability to present to and influence C-level audiences
- 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