Job Description
The role involves leading and managing the Enterprise Customer Success team to ensure long-term success, adoption, and value realization for Samsara's enterprise customers, while developing strategies, coaching team members, and fostering a customer-centric and inclusive team culture.
Key Responsibilities
- Ensure ongoing success and value realization for Samsara's Enterprise Customers
- Define and execute long-term strategies for the Enterprise Customer Success team
- Create goals, action plans, playbooks, and key metrics for enterprise accounts
- Lead and develop a high-performing, inclusive team of Customer Success Managers
- Manage stakeholder relationships, including executive communication and trust-building
- Partner with sales teams to develop and execute commercial expansion strategies
- Monitor and report on team KPIs and organizational OKRs to leadership
Requirements
- Minimum of 8 years relevant experience in a senior Customer Success, account management, or strategic consulting role.
- At least 3 years of experience in a people management or leadership position.
- Clear leadership presence that translates across all communication channels -- in person, over video, and in writing.
- Solutions-focused with strong problem-solving skills.
- Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
- Strong bias for action, with the ability to think big while also executing with excellence.
- Data-driven approach, using data to build a clear picture of priorities, and able to surface necessary data when not readily available.
- Proven track record of mentoring and building teams from scratch, and retaining talent.
- Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
- Exceptional executive stakeholder management and communication skills, including emotional intelligence and prioritization, especially with customer VPs and internal leadership including C-suite.
- Proven ability to build trust and communicate effectively with a wide variety of stakeholders, including customer executives, day-to-day users, and internal teams such as Sales, Product, Engineering, and Finance.
- 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.
- Ability to travel within the United States for customer meetings and events up to 30%.
- Experience leading a team where each team member managed a portfolio of 8-40 accounts (preferred).
- Experience using Gainsight (preferred).
- Passion for going above and beyond the call of duty for customers and team members.
- Proven track record of partnering with Account Executives and Renewal Managers to develop and execute commercial expansion strategies.
- Strong program management experience.
- Strategic consulting experience.
Benefits & Perks
Competitive total compensation package with a salary range of $97,282.50 to $130,800 USD annually
Employee-led remote and flexible working arrangements
Health benefits
Ready to Apply?
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