Sr. Manager, Customer Success

Навыки

• Customer Success
• Решения на данных
• Лидерство
• Обучаемость
• Ответственность за результат
• Retention и отток
• Управление рисками

О компании и продукте

• Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
• Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
• Samsara’s Customer Success team ensures our customers adopt our platform, realize measurable business value, and renew and expand with confidence. As Senior Manager on the US Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market customers in the private sector.

Задачи

• Segmentation strategy: determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector
• Renewal outcomes: drive retention as the primary lens for every operating decision, not a reporting exercise
• Expansion collaboration: partner with Sales to drive growth within accounts
• Product adoption: work with CSMs to drive breadth and depth of product adoption
• People leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts
• Productivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations
• AI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
• Risk management: identify and mitigate risk at scale using data-driven insights
• Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience
• Escalation leadership: step into critical customer situations personally and providing leadership coverage when it matters, balancing strategic oversight with hands-on resolution

Требования

• 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
• 6+ years of experience in Customer Success or Account Management
• 4+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts each
• Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model with measurable retention or expansion outcomes
• Demonstrated ownership or significant influence over retention and expansion outcomes
• Strong analytical capability
• comfortable using data to drive prioritization, segmentation, and performance management
• Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment
• Bachelor’s degree from a 4-year accredited institution
• An ideal candidate also has
• Experience at a SaaS company with a hardware or IoT component
• Experience integrating AI into CS workflows to drive measurable team productivity
• Advanced proficiency with Gainsight (or similar customer success platforms)
• Experience partnering closely with Sales on expansion and account strategy
• Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence
• Learn more about our total rewards and benefits below
• Annual OTE Salary

Условия

• At Samsara, we build for the people who keep the global economy moving
• We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders
• Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company
• We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time
• Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more
• If you’re ready to build for the long term and own the outcome, your journey starts here
• Flexible Working
• At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams
• Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
• For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions
• In these cases, the job description will clearly indicate any working location requirements
• Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely
• All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Belonging at Samsara
• At Samsara, we welcome everyone regardless of their background
• All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law
• We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact
• Accommodations
• Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities
• 142,800 — $229,500 USD

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