Manager Scaled Customer Success

About the role:

The Enterprise Customer Success team ensures Samsaras enterprise customers adopt our solutions and continuously derive business value from our products. We serve as the trusted point of contact for our enterprise customers throughout their lifecycle from onboarding and adoption to advocacy and renewal.
As the manager of the Enterprise CSM team you will enhance our Customer Success engagement motions provide targeted coaching for each team member and foster an inspiring and dynamic team culture. This role requires a blend of strategic thinking strong leadership and a passion for customer satisfaction to drive successful outcomes for our customers.

This role is open to candidates residing in the US except Alaska Austin metro California Chicago metro Connecticut Dallas metro Denver metro Houston metro Maryland Massachusetts New Jersey New York Rhode Island Washington and Washington DC metro.

This position requires working hours in the Central or Eastern time zones.

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 crossfunctional 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 wont 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:

• Ensure ongoing success and value realization for Samsaras Scale Customers.
• Define and build longterm strategies to drive value realization and risk management at scale.
• Meet and exceed KPI targets for risk mitigation value management and business review.
• Build and optimize standardized playbooks covering onboarding adoption expansion and renewal.
• Directly support the CSM team with critical customer engagements and customer escalations driving effective resolutions.
• Lead from the front with a willingness to get your hands dirty.
• Champion role model and embed Samsaras 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.
• Hire develop coach and lead an inclusive engaged and high performing team.

Minimum requirements for the role:

• 3 years as an individual contributor within senior Customer Success account management or strategic consulting roles.
• 1 years in a people manager or leadership role preferred.
• Bachelors degree from a 4year 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 inperson 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.
• Solutionsoriented with strong problemsolving skills.
• Demonstrated ability to take initiative and thrive in a fastpaced changeheavy 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.

An ideal candidate also has:

• Experience with Enterprise SaaS 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.

Required Experience:

Manager