About this role
About the Role
Strategic Customer Success Managers pick up where our Services team leaves off, partnering with Samsara's largest Fleet customers to understand their challenges and become their long-term strategic partner. This role requires cross-functional collaboration with Sales, Support, Sales Engineering, and Product to drive value and scale as we grow.
What You'll Do
- 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 objectives, metrics, and timelines, and effectively remove any barriers to achieving business value.
- Orchestrate executive business reviews with our customers' decision-makers and our executive leadership to review 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 Samsara products.
- Deeply understand the Samsara platform's capabilities and explain them to businesses across various industries, from field services to utilities and transportation.
- Partner with cross-functional teams like Product, Support, Finance, etc., to drive progress on customer requests.
- 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
- 6+ years of work experience with most recent experience in a senior 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 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 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.
- Nice to Have
- Experience serving and supporting large-scale business solutions at Fortune 500 companies.
- Strong bias for action, the ability to think big, with insistence on high standards.
- Thrives in an unstructured, fast-paced, and change-heavy environment.
- Compensation & Benefits
- Annual OTE Salary 120,755.25—156,271.50 CAD