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Job Description
The role involves leading and managing a Customer Success team to ensure enterprise clients successfully adopt Samsara's IoT solutions, driving value realization, customer satisfaction, and long-term growth through strategic engagement and team development.
Key Responsibilities
- Ensure ongoing success and value realization for Samsara's Scale Customers
- Define and implement long-term strategies for value delivery and risk management
- Develop and optimize standardized playbooks for onboarding, adoption, expansion, and renewal
- Support customer engagements and escalations to drive effective resolutions
- Lead, coach, and develop an inclusive, high-performing Customer Success team
- Build trust and communicate effectively with diverse stakeholders, including executives and technical teams
- Support and guide enterprise customers through structured value realization processes
- Drive customer retention, growth, and risk mitigation through strategic initiatives
Requirements
- Minimum of 3 years as an individual contributor within senior Customer Success, account management, or strategic consulting roles.
- At least 1 year of experience in a people manager or leadership role is preferred.
- Bachelor’s degree from a 4-year accredited institution.
- Demonstrated experience in guiding enterprise customers through a structured value realization process to achieve measurable business outcomes, utilizing a defined engagement methodology.
- Leadership presence across in-person, video, and written communication channels.
- Strong track record in building trust and communicating effectively with a diverse group of stakeholders, including executives, Product and Engineering leadership, and customers.
- Experience supporting or working with technical products.
- Solutions-oriented with strong problem-solving skills.
- Demonstrated ability to take initiative and thrive in a fast-paced, change-heavy environment.
- Passion for exceeding customer expectations and providing exceptional service.
- Ability to handle customer issues with diplomacy, tact, and poise under pressure.
- Strong bias for action, ability to think big, and insistence on high standards.
- Proven experience in mentoring and retaining talent.
- Demonstrated ability to foster an inclusive team environment that values diverse perspectives.
- Experience with enterprise SaaS is preferred.
- Led a team where each team member managed a portfolio of 50 accounts.
- Experience with Tech Tech, Scale, or Digital Customer Success programs.
- Experience integrating AI automation into customer success workflows to drive team members productivity gains.
- Experience using Gainsight.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Support for remote work where it aligns with operational requirements
Opportunities for career growth and development within a hyper growth environment
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