Customer Success Manager at Samsara in Remote - US

Job description

• Samsara’s Customer Success team is on the front lines of business value delivery by helping customers adopt our platform, realize measurable business value, and renew and expand with confidence. Our Mid-Market Customer Success Managers pick up where our Implementation team leaves off, working closely with our customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner.
• You’ll manage a portfolio of 100-200 named accounts, using AI tooling to Mid-Market your reach and prioritize where you spend your time. You won’t shy away from rolling up your sleeves on integrations and the more technical aspects of the Samsara platform — you’ll learn, understand, and convey the value of our most complex products and features.
• Your role will be cross-functional, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a hyper-growth company from within. The Mid-Market CS team is still being built, and you’ll help write its next chapter — shaping the playbooks, workflows, and AI-powered motions that define how we Mid-Market.
• This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.
• 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 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 won’t 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.

Responsibilities

• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• Manage a portfolio of ~100-200 named accounts, using AI tooling to Mid-Market your engagement, prioritize proactively, and drive efficiency and outcomes across your book of business.
• Demonstrate a willingness to understand and explain technical issues to a non-technical audience and to engage the right cross-functional partners to drive resolution.
• Compose joint success plans with customers, outlining their objectives, metrics, and timelines, and effectively removing any barriers to achieving business value.
• Conduct workshops with customers to understand their current operations and recommend workflow changes to maximize the value of their Samsara products.
• Deeply understand the Samsara platform’s capabilities — including its more technical and integration-related features — and explain them to businesses of all types: field services, utilities, long-haul transportation, school buses, and many more.
• Help build the next chapter of Mid-Market CS at Samsara by contributing to the playbooks, workflows, and AI-powered motions that define how the team Mid-Markets.
• Champion, role model, and embed Samsara’s 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.

Requirements

• 2 - 4+ years of experience in a customer success, account management, sales, or strategic consulting role. Enterprise SaaS experience preferred.
• This is a demanding position with high internal visibility that requires strong priority management and high emotional intelligence.
• Experience supporting or working with technical products.
• Solutions-oriented with strong problem-solving skills.
• Proven track record of building trust and communicating effectively with a wide variety of internal and external stakeholders: executives, Sales, Product, Support, and Engineering leadership, and day-to-day users of our software.
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Bachelor’s degree from a 4-year institution.
• Experience working on a Renewal + Growth Quota
• Has a strong bias for action, the ability to think big, and insistence on high standards.
• Has experience serving and supporting large-Mid-Market business solutions at Fortune 500 companies.
• Thrives in an unstructured, fast-paced, and change-heavy environment.
• AI First: Experience using AI tooling to drive efficiency and outcomes.
• Technical Proficiency: Comfort with APIs and integrations.

Skills

Required

• Strong priority management
• High emotional intelligence
• Solutions-oriented
• Strong problem-solving skills
• Building trust
• Effective communication
• Diplomacy
• Tact
• Poise under pressure
• Passion for going above and beyond
• Taking initiative

Preferred

• Comfort with APIs and integrations

Benefits

• At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
• Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
• At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
• The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.
• Annual Base Salary
• Total Rewards