Customer Success Manager

NextGenEnergyJobs; Northern (KY); Hybrid; USD 88,000 - 118,000; Full time

Job summary

Samsara, a leading IoT platform, is hiring a scaled customer success manager for a remote US role. You will help customers adopt the platform, demonstrate measurable business value, and renew/expand relationships across the customer lifecycle.

You will work cross-functionally with Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product to navigate complex products and drive strategic customer engagements, especially for large mid-market accounts and Fortune 500

Qualifications

• 3 - 5+ years in a technical customer success, account management, sales, sales engineering or strategic consulting role.
• This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
• Experience supporting 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 internal and external stakeholders: executives, Sales, Product, Support 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
• Has strong bias for action, the ability to think big, with insistence on high standards
• Has experience serving and supporting large-scale business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment
• AI First : Experience using AI tooling to drive efficiency and outcomes
• Technical Proficiency : Experience with APIs and integrations.
• Knowledge Sharer : Experience with technical enablement and knowledge sharing across teams.
• Adept in Big Data : Familiarity with tools like Databricks and PowerBI.
• Industry Knowledge : Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics.

Responsibilities

• Samsara’s Scaled Customer Success team ensures customers adopt our platform, realize measurable business value, and renew and expand with confidence.
• Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product, enabling you to experience multiple aspects of a hyper-growth company from within.
• This position will take on a more technical approach to account management than a typical CSM, a successful candidate will be able to learn, understand, and convey the value of Samsara’s most complex products and features to our largest Mid-Market customers.
• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• Demonstrate a willingness to learn, investigate, diagnose and resolve technical issues for customers.
• Lead strategic customer engagements to deeply understand current operations and business goals, allowing for proactive workflow transformations and architecting action plans that define the metrics and timelines necessary to remove barriers and deliver business value.

Job description

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams.

Key Responsibilities

• Samsara’s Scaled Customer Success team ensures customers adopt our platform, realize measurable business value, and renew and expand with confidence. Scaled Customer Success Managers pick up where our Implementation team leaves off, working closely with top customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner.
• Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product, enabling you to experience multiple aspects of a hyper-growth company from within.
• This position will take on a more technical approach to account management than a typical CSM, a successful candidate will be able to learn, understand, and convey the value of Samsara’s most complex products and features to our largest Mid-Market customers.
• This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.
• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• 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.
• Demonstrate a willingness to learn, investigate, diagnose and resolve technical issues for customers.
• Drive business transformation by leading strategic customer engagements to deeply understand current operations and business goals, allowing for proactive workflow transformations and architecting action plans that define the metrics and timelines necessary to remove barriers and deliver business value.
• Orchestrate product consultation workshops and value check-ins for our most complex partnerships, leading to feature and workflow change recommendations that help customers get the most out of their Samsara products.
• Influence internal roadmaps across Product, Finance, and Support to drive mission-critical customer initiatives.
• Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their Samsara products.
• 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.

Requirements

• 3 - 5+ years of experience in a technical customer success, account management, sales, sales engineering 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 supporting 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 internal and external stakeholders: executives, Sales, Product, Support 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
• Has strong bias for action, the ability to think big, with insistence on high standards
• Has experience serving and supporting large-scale business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment
• AI First : Experience using AI tooling to drive efficiency and outcomes
• Technical Proficiency : Experience with APIs and integrations.
• Knowledge Sharer : Experience with technical enablement and knowledge sharing across teams.
• Adept in Big Data : Familiarity with tools like Databricks and PowerBI.
• Industry Knowledge : Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics.
• 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. Learn more about our total rewards and benefits below.
• $88,089.75
• $118,440 USD
• At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
• Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.