Manager, Customer Success Systems

Who we are

Samsara (NYSE : IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.

At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.

These industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale.

Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions.

As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.

Recent awards we've won include :

Glassdoor's Best Places to Work 2024

Best Places to Work by Built In 2024

Great Place To Work Certified 2023

Fast Company's Best Workplaces for Innovators 2023

Financial Times The Americas' Fastest Growing Companies 2023

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role :

The Head of Customer Success Systems plays an integral role in establishing the systems, processes and people that will form the backbone of Samsara's customer success experience.

In this role you will be responsible for delivering the technology that enables Samsara to provide enterprise-grade customer success experience to our rapidly expanding user-base, 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 Samsara's Business Systems team.

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 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.

In this role, you will :

• Partner with Samsara's 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 high-performing 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 Samsara's cultural principles as we scale globally and across new offices.
• Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role :

• 5-7 years of leadership experience.
• Bachelor's 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 non-technical audience.
• Excellent track record of project / program management involving operational processes.
• Experience developing and implementing new strategies, procedures, and standardization.
• Strong analytical and problem-solving skills.

An ideal candidate also has :

Experience with Customer Success tools like Gainsight, Totango, Certinia.

Samsara's Compensation Philosophy : Samsara's compensation program is designed to deliver Total Direct Compensation that is at or above market.

We do this through our base salary + bonus / variable + restricted stock unit awards for eligible roles.

The range of annual base salary for full-time employees for this position is below :

$163,132 $239,900 USD

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc.

We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they're based.

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.

Please note : Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes.

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