Manager, Customer Success - Select

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.

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.

ABOUT THE ROLE:

The Select Customer Success team partners closely with Samsara’s enterprise customers to understand their business and unique challenges, advise them on how to best leverage the platform to meet their goals, and, ultimately, guide them to continuously realize business value from our solutions and services. We are the trusted advisor to our enterprise customers, managing the customer lifecycle once onboarding is complete through adoption, advocacy, and renewal.
As a manager in Select CS, you will manage a team of CSMs while also enhancing and scaling our success motion. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers.
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 residing in Canada. An ideal candidate will be located in either Eastern or Central time zones, and will have the ability to travel to the United States for necessary customer travel.

IN THIS ROLE, YOU WILL:

• Ensure ongoing success and value realization for Samsara’s enterprise customers.
• Define and execute long-term strategies for the Select Customer Success team that support Samsara’s commitment to providing excellent service.
• Find and grow the next generation of CSMs at Samsara.
• Keep executives informed of progress and advocate for change when needed.
• Lead from the front with a willingness to get your hands dirty.
• 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:

• 8+ years in Customer Success, account management, or consulting.
• 3+ years in management positions, including recruiting and retaining top talent.
• Experience with $1M+ ACV customers.
• Experience with Enterprise SaaS.
• Ability to travel within the United States for customer meetings and events (up to 25%).
• Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
• Solutions-focused with strong problem-solving skills and a bias for action.
• Ability to think big while also executing with excellence.
• Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives.
• Bachelor’s degree from a 4-year institution.