Customer Success Manager

About the role:

Samsara’s Customer Success team is on the front lines of business value delivery by helping customers adopt our platform, realize measurable business value, and renew and expand with confidence. Our Mid-Market Customer Success Managers pick up where our Implementation team leaves off, working closely with our customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner.

You’ll manage a portfolio of 100-200 named accounts, using AI tooling to Mid-Market your reach and prioritize where you spend your time. You won’t shy away from rolling up your sleeves on integrations and the more technical aspects of the Samsara platform — you’ll learn, understand, and convey the value of our most complex products and features.

Your role will be cross-functional, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a hyper-growth company from within. The Mid-Market CS team is still being built, and you’ll help write its next chapter — shaping the playbooks, workflows, and AI-powered motions that define how we Mid-Market.

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.  

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

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.
• Manage a portfolio of ~100-200 named accounts, using AI tooling to Mid-Market your engagement, prioritize proactively, and drive efficiency and outcomes across your book of business.
• Demonstrate a willingness to understand and explain technical issues to a non-technical audience and to engage the right cross-functional partners to drive resolution.
• Compose joint success plans with customers, outlining their objectives, metrics, and timelines, and effectively removing any barriers to achieving business value.
• Conduct workshops with customers to understand their current operations and recommend workflow changes to maximize the value of their Samsara products.
• Deeply understand the Samsara platform’s capabilities — including its more technical and integration-related features — and explain them to businesses of all types: field services, utilities, long-haul transportation, school buses, and many more.
• Help build the next chapter of Mid-Market CS at Samsara by contributing to the playbooks, workflows, and AI-powered motions that define how the team Mid-Markets.
• 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 - 4+ years of experience in a customer success, account management, sales, 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, and 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.

An ideal candidate also has:

• Experience working on a Renewal + Growth Quota
• Has a strong bias for action, the ability to think big, and insistence on high standards.
• Has experience serving and supporting large-Mid-Market 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: Comfort with APIs and integrations.