Senior Manager, Customer Success Systems
Senior Manager, Customer Success Systems
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1 Vacancy
Job Description
About the role:
The Senior Manager Customer Success Systems plays an integral role in establishing the systems processes and people that will form the backbone of Samsaras customer success experience. In this role you will be responsible for delivering the technology that enables Samsara to provide enterprisegrade customer success experience to our rapidly expanding userbase during a time of hyper company growth. This position requires a unique combination of customer success understanding within a SaaS environment and a proven track record in building out systems which provide a best in class customer experience.
This key leadership role is within our CS Operations organization and will report to the Director Customer Success & Operations. In addition this role will partner very closely with Samsaras Business Systems team.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area NYC Metro Area and Washington D.C. Metro Area.
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:
- Partner with Samsaras Global Customer Success team to define use cases and requirements for all core systems including: Gainsight Certinia Matik Gong and more
- Select and architect an optimal technology stack for customer success including components such as CRM knowledge base and quality monitoring tools
- Lead integration of our core operating system Gainsight with other key business platforms (e.g. Zendesk Certinia)
- Recruit develop and retain a highperforming team of system analysts and engineers with exceptional communication and collaboration skills and deep experience in implementing customer success technologies
- Define standard operating procedures KPIs and best practices for the CS Systems team
- 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 and lead an inclusive engaged and high performing team
Minimum requirements for the role:
- 57 years of leadership experience
- Bachelors degree in Computer Science or related technical field
- Strong collaborative nature and experience working in multifunctional teams
- Exceptional communication skills and the ability to translate technical topics to a nontechnical audience
- Excellent track record of project/program management involving operational processes
- Experience developing and implementing new strategies procedures and standardization
- Strong analytical and problemsolving skills
An ideal candidate also has:
- Experience with Customer Success tools like Gainsight Totango Certinina
Required Experience:
Senior Manager
Employment Type
Full Time
