Senior Strategic Customer Success Manager

About the role:

Senior Strategic Customer Success Managers partner closely with our lighthouse customers to understand their business and unique challenges, advise them on how to best leverage Samsara to meet their goals, and, ultimately, help them continuously realize business value from our products and services. You are the trusted advisor to our largest customers, managing the customer lifecycle once onboarding is complete through adoption, advocacy, and renewal. 

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. This role is also open to candidates located throughout Canada. 

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: 

• Serve as the trusted advisor to Samsara’s largest and most strategic customers in the US and Canada
• Understand the strategic priorities and desired outcomes for your book of business 
• Be an expert on Samsara’s Connected Operations platform to guide customers to improve their operations and workflows. Which includes but is not limited to the facilitation of live & virtual workshops with customers on best practices, including sponsorship, governance, operating model, adoption, platform maturity, and adoption strategies
• Partner closely with Samsara’s Account Executives on account strategy and planning to deepen product usage, identify and implement new use cases, continuously deliver business value, close renewals, and drive growth 
• Deliver on joint success plans with your customers – outlining their business goals, metrics, adoption plans, delivery timelines, and change management approach to effectively mitigate risk to achieving business value 
• Orchestrate executive business reviews with economic decision-makers and Samsara’s executive leadership focused on celebrating wins and aligning additional goals to increase the customer’s maturity on our platform
• Work closely with cross-functional teams such as Product, Engineering, Support, Finance, and Legal to drive progress on customer requests
• Provide high-quality customer service with an emphasis on customer appreciation and advocacy
• Serve as a mentor and coach on the team
• Contribute to Samsara’s customer success methodology and assets used by the broader Customer Success 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

Minimum requirements for the role:

• 10+ years of professional work experience, with 8 years of required experience in a Customer Success, Account Management, Sales Executive, Professional Consulting, or a similar discipline supporting Fortune 100 companies. Enterprise SaaS experience required
• 2+ years managing multiple $1M+ ARR customers and delivering business value through a structured framework
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given internal visibility of this role to all levels of the organization, including Samsara’s C-suite
• Solutions-focused with strong problem-solving skills and a bias for action
• Ability to think big while also executing with excellence
• 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 
• Self-starter who takes initiative and thrives in an unstructured, fast-paced, change-heavy environment 
• Diplomacy, tact, and poise under pressure when working through customer issues
• Ability to travel for customer meetings and events (up to 25%)
• Bachelor’s degree from a 4-year accredited institution

An ideal candidate also has:

• Additional formal education through MBA, Masters’ Degree, PMP, or additional relevant formal training
• Passion for going above and beyond the call of duty for their customers and team members
• Proven track record of partnering with customers to deliver innovative solutions for their business
• Proven track record of partnering with account executives to develop and execute commercial expansion strategies
• Strong program management experience
• Strategic consulting experience
• Experience working in a team-based customer success environment