Job description
Who we are
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, Equipment Monitoring, and Site Visibility. 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.
About the role:
The Senior Manager, Customer Success Systems plays an integral role in establishing the systems, processes and people that will form the backbone of Samsara’s customer success experience. In this role you will be responsible for delivering the technology that enables Samsara to provide enterprise-grade customer success experience to our rapidly expanding user-base, during a time of hyper company growth. This position requires a unique combination of customer success understanding within a SaaS environment and a proven track record in building out systems which provide a best in class customer experience.
This key leadership role is within our CS Operations organization and will report to the Director Customer Success & Operations. In addition, this role will partner very closely with Samsara’s Business Systems team.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
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:
- Partner with Samsara’s Global Customer Success team to define use cases and requirements for all core systems, including: Gainsight, Certinia, Matik, Gong, and more
- Select and architect an optimal technology stack for customer success, including components such as CRM, knowledge base, and quality monitoring tools
- Lead integration of our core operating system Gainsight with other key business platforms (e.g. Zendesk, Certinia)
- Recruit, develop and retain a high-performing team of system analysts and engineers, with exceptional communication and collaboration skills and deep experience in implementing customer success technologies
- Define standard operating procedures, KPIs, and best practices for the CS Systems team
- 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
Minimum requirements for the role:
- 5-7 years of leadership experience
- Bachelor’s degree in Computer Science or related technical field
- Strong collaborative nature and experience working in multifunctional teams
- Exceptional communication skills and the ability to translate technical topics to a non-technical audience
- Excellent track record of project/program management involving operational processes
- Experience developing and implementing new strategies, procedures, and standardization
- Strong analytical and problem-solving skills
An ideal candidate also has:
- Experience with Customer Success tools like Gainsight, Totango, Certinina
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$114,520—$184,050 USD
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.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits 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 [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
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.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
