Senior Manager, Customer Success Systems

Samsara; United States; Remote; USD 114,000 - 185,000; Full time

Job summary

An innovative company is seeking a Senior Manager for Customer Success Systems to lead technology solutions for enhancing customer experiences. This role focuses on establishing systems and processes that support a growing user base in a fast-paced environment. The ideal candidate will possess strong leadership and collaboration skills, with a background in SaaS and customer success tools. Join a forward-thinking team dedicated to improving safety, efficiency, and sustainability across various industries. If you're passionate about making a difference and driving impactful change, this opportunity is perfect for you.

Benefits

Competitive compensation

Remote and flexible working options

Health benefits

Charity initiatives

Qualifications

• 5-7 years of leadership experience in a SaaS environment.
• Experience with Customer Success tools and operational processes.

Responsibilities

• Partner with Global Customer Success to define system requirements.
• Design and implement technology stack for customer success.

Skills

Leadership

Collaboration

Problem Solving

Communication

Analytical Skills

Education

Bachelor’s degree in Computer Science

Tools

Gainsight

Certinia

Matik

Gong

Zendesk

Job description

Senior Manager, Customer Success Systems

Who We Are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform that enables organizations dependent on physical operations to harness Internet of Things (IoT) data for actionable insights and operational improvements. We are committed to enhancing safety, efficiency, and sustainability across industries that represent over 40% of global GDP, including agriculture, construction, field services, transportation, and manufacturing. Our goal is to digitally transform their operations at scale.

Working at Samsara means helping define the future of physical operations and contributing to innovative product solutions like Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As a recently public company, we offer autonomy and support to make a meaningful impact and build for the long term.

About the role:

The Senior Manager, Customer Success Systems, plays a vital role in establishing systems, processes, and teams that form the backbone of Samsara’s customer success experience. You will be responsible for delivering technology solutions that enable an enterprise-grade customer success experience to our rapidly growing user base during a period of hyper-growth. This role requires a blend of customer success expertise within a SaaS environment and a proven track record in building systems that provide a top-tier customer experience.

This leadership position is within our CS Operations organization and reports to the Director of Customer Success & Operations. It will also involve close collaboration with Samsara’s Business Systems team.

This is a remote position open to candidates residing in the US, excluding the San Francisco Bay Area, NYC Metro Area, and Washington, D.C. Metro Area.

Ideal candidate profile:

• Passionate about impacting industries that run our world, recognizing the significance of your work on safety, efficiency, and sustainability.
• Problem solver with a growth mindset, eager to partner with customers and find innovative solutions.
• Relationship builder, effective in communication and collaboration across teams and stakeholders.
• Self-driven with a desire to grow within the company, embracing autonomy and opportunities for mastery in a fast-paced environment.
• Committed to being part of a high-performing team that values collective success.

Responsibilities:

• Partner with the Global Customer Success team to define use cases and requirements for core systems like Gainsight, Certinia, Matik, Gong, and others.
• Design and implement an optimal technology stack for customer success, including CRM, knowledge bases, and quality monitoring tools.
• Lead the integration of core systems such as Gainsight with other platforms like Zendesk and Certinia.
• Build, develop, and retain a high-performing team of system analysts and engineers with strong communication skills and technical expertise.
• Establish standard operating procedures, KPIs, and best practices for the CS Systems team.
• Promote Samsara’s cultural principles—Customer Focus, Long-term Building, Growth Mindset, Inclusivity, Teamwork—as we scale globally.
• Hire, develop, and lead an inclusive, engaged, and high-performing team.

Minimum requirements:

• 5-7 years of leadership experience.
• Bachelor’s degree in Computer Science or a related technical field.
• Strong collaboration skills and experience working with multifunctional teams.
• Exceptional communication skills, able to translate technical topics for non-technical audiences.
• Proven track record in project and program management involving operational processes.
• Experience developing and implementing new strategies, procedures, and standardization.
• Strong analytical and problem-solving skills.

Preferred qualifications:

• Experience with Customer Success tools such as Gainsight, Totango, Certinia.

The annual base salary range for this full-time role is $114,520—$184,050 USD, with actual offers depending on location, skills, and experience.

We value diversity and are committed to equal opportunity employment regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, veteran status, disability, age, or other protected characteristics.

Benefits:

Competitive compensation, remote and flexible working options, health benefits, charity initiatives, and more. Visit our Benefits site for details.

Accommodations:

We support an inclusive environment and provide accommodations for qualified persons with disabilities. Contact [e-mail] or click here for assistance.

Flexible Working:

Our flexible work model supports in-office, hybrid, or remote work, depending on role requirements and location. Employment offers are contingent on legal work authorization.

Beware of Fraud:

We do not charge fees at any stage of the hiring process. Official communication will only come from '@samsara.com' or '@us-greenhouse-mail.io' emails. For more info, visit our blog.