Strategic Program Manager - Customer Success Operations
Strategic Program Manager - Customer Success Operations
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1 Vacancy
Job Description
About the role:
Samsaras Customer Success (CS) team advises and guides our customers ensuring they adopt Samsara and continuously gain business value from our products. We are the trusted point of contact for Samsaras customers throughout their lifecycle: onboarding adoption advocacy and renewal.
As part of the CS Operations team the Strategic Program Manager will own and lead large-scale transformational programs supporting the Customer Success organization. This person will work closely with Customer Success stakeholders to identify critical priorities for the business and scope develop and manage delivery of the work. This role requires a passion for scaling organizations streamlining operations and driving change management. Successful candidates have strong business acumen a passion for building at scale and a track record of driving strategic programs that improve the customer experience.
This is a remote position open to candidates residing in Canada.
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 CSM team to find unique solutions to help keep our customers 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 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:
- Lead the end-to-end planning and delivery of our highest priority and most complex programs with an expert approach to execution governance and change management
- Develop comprehensive program strategies roadmaps and plans expertly framing the need scoping and roadmapping the work owning governance and stakeholder engagement defining KPIs and reporting on results
- Collaborate with stakeholders and drive alignment owning program reporting and communication and partnering to iterate and improve outcomes for Samsara and our customers
- Identify and tackle operational problems through processes tools and dashboards that scale and mitigate risks through proactive solutions and communications
- Champion role model and embedSamsaras 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:
- Bachelors Degree from a 4-year institution
- 6-8 years of program management customer success operations strategy or consulting experience ideally in a high-growth SaaS environment or fast-paced technology consulting role
- Demonstrated success launching transformational initiatives that measurably improve the customer experience and support scalability within the business
- Strong program management tool-kit including problem solving and decision making skills able to quickly ramp up on business priorities and derive insights from data
- Clear and confident communication including ability to influence and lead cross-functional stakeholders executives and front line managers
- Diplomacy tact and poise under pressure when working through issues skilled at having prioritization conversations and discussing tradeoffs
An ideal candidate also has:
- Experience with B2B hardware and SaaS products
- PMP certification Agile/Scrum Certification Prosci Certification and/or advanced training in Project/Program Management
- Experience in a global Operations Customer Success or Customer Experience organization
Required Experience:
Manager
Employment Type
Full Time
