Customer Success Associate

at  Samsara

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:

Our Customer Success Associates pick up where our Implementation team leaves off, working closely with our customers to learn more about their fleet and business model, advising on how to customize Samsara for their needs, and becoming their long-term partner. In this role, you’ll help us manage our growing cohort of Canadian customers, ensuring that we are building scalable Customer Success programs tailored to the needs of our regionalized customers.
Your role will be cross-functional in nature, working alongside and guiding Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a hyper-growth company from within. Many of our customers are bilingual, so candidates with both English and French proficiency are preferred.

IN THIS ROLE, YOU WILL:

• 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 break down 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
• Serve as a mentor to the wider Customer Success and Support 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

MINIMUM REQUIREMENTS FOR THE ROLE:

• 2-3+ years of experience in a Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferred
• This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
• Experience assisting or working with technical products
• Solutions-oriented with strong problem-solving skills
• 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
• 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
• Fluent in English and French