Senior Customer Marketing Manager - Operations

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:

We are seeking a results-driven, operationally minded Senior Customer Marketing Manager - Operations to scale best-in-class customer advocacy and loyalty programs. These programs provide the structure and process for how we engage with advocates, source and share customer stories, and build community among customers, all of which deepen customers’ relationships with Samsara while fueling GTM and Brand initiatives. These programs are mission-critical to increasing customer advocacy, loyalty, and retention to benefit Samsara’s long-term growth.

IN THIS ROLE, YOU WILL:

• Own and evolve Customer Marketing Systems: Own and design the architecture of the systems that support the various Customer Advocacy & Loyalty programs and their owners in partnership with the Marketing Ops and BizTech teams, ensuring the programs are running as efficiently as possible by embracing automation for scale without sacrificing the customer experience as well as capturing necessary data to understand and report on program performance. This includes but is not limited to our existing tech stack of software (ReferenceEdge, Salesforce) and custom-built solutions (Airtable, Zapier) and how they integrate with other tools.
• Scale program processes for global expansion: Mature and standardize the core processes of the Customer Advocacy & Loyalty programs to enable their ability to grow in parallel with the growth of our customer base, including direct-to-customer engagement, and to be replicated with minimal lift by our regional marketing teams, supporting our expansion into frontier markets. Analyze and forecast program demand to meet business goals: Build, maintain, and manage tools that critically evaluate the current state of programs and their ability to fuel top-line business goals 1-3 years from now such as story and advocate gap analyses, advocate scoring for prioritization to fill gaps in GTM/Brand needs, and forecasting the growth milestones required for them to meet demand.
• Engage and grow the customer advocate base at scale: Establish a lifecycle-style approach to recruit and engage with advocates beyond one-off reference needs that builds community among advocates and strengthens Samsara’s brand both with our advocates and the industry at large; this may include but is not limited to a clear reference program onboarding process, gamification, rewards, and a customer-facing portal.
• Measure programs impact and efficacy: Partner with program owners to define KPIs and Marketing Data & Analytics to build dashboards and then analyze the ongoing performance of each program to identify trends and build plans to double down on strength areas or remediate areas of opportunity, or strengths.
• Be a Culture Champion: 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:

• 8+ years of experience in operations or program/project management within the marketing field with a focus on customer marketing, advocacy, or loyalty.
• Experience with Salesforce, ReferenceEdge, Airtable, and Tableau.
• Understanding of how real-world programs and interactions translate into.
• Ability to think outside the box to simplify complex processes into clear and repeatable motions.
• Outstanding project management and organizational skills with an ability to prioritize amidst many moving pieces.
• Analytical chops to measure the effectiveness of the Customer Marketing programs.
• Attention to detail and a commitment to exceptional work are part of your personal philosophy.
• Experience working in a fast-paced environment; excellent written and verbal communication skills.
• Strong interpersonal skills to help work with cross-functional teams and nurture customer relationships.
• Bachelor’s degree or equivalent experience is required.
  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. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.