Samsara, founded in 2015, is a leader in Industrial IoT and our mission is to increase the efficiency, safety, and sustainability of the operations that power our economy. Our solutions combine hardware and software to bring real-time visibility, analytics, and AI to operations across various industries. Samsara’s fast-growing team is headquartered in San Francisco, with offices in San Jose, Atlanta, and London. Our team has raised over $530M from Andreessen Horowitz, General Catalyst, Tiger Global, and Dragoneer.
As a member of the Customer Success team, you will be responsible for helping Samsara’s largest & most strategic customers implement and adopt our IoT solutions for their industrial assets.
Picking up where our sales teams leave off, you will own the customer relationship and ensure a successful post-sales implementation of Samsara's solution. In a given week you may work with an industrial-scale food producer, an oil & gas exploration company, and a public utility to develop an implementation plan, train various groups within the customer’s organization, troubleshoot and escalate technical issues (working with our support and development team), and ensure a successful customer relationship.
Your role will be cross-functional in nature, working alongside and connecting product managers, business operations, sales, and systems engineers, enabling you to experience multiple aspects of a hyper-growth technology company from within. Since Samsara is a fast-growing company with an emerging IoT technology, you can expect this role to evolve quickly over time, with opportunities to take on increasing levels of responsibility and impact our growth.
This role requires the ability to deeply understand a customer's business and operational needs, exceptional customer-facing communication skills while delivering post-sale implementation and onboarding services by phone, video conference, & in person, project management experience, and the technical competence to understand Samsara’s product capabilities, manage system integrations, and diagnose product issues. This role is primarily based in San Francisco, with travel opportunities to visit customers on-site.
The Customer Success Manager will work on:
Project Management: Develop and implement project plans to deploy industrial products into customer environments. Manage and juggle multiple customer engagements in parallel, and coordinate deployment of Samsara teams to ensure successful delivery.
Account Management: Build strong and trusted customer relationships to effectively coordinate post-sale implementation services and assist the sales team in identifying new opportunities
Customer Training: Provide and coordinate training via phone, video conferencing, customer visits, etc. to ensure that customers are successful and delighted to use the Samsara product.
Product Feedback: As a fast growing startup, we are continuously developing new features and products. The Customer Success Manager will filter customer requests that arise during deployment back to Product.
Championing, role modeling, and embedding Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices.
An ideal candidate would:
Communication: Ability articulate complicated technical topics and project status updates in a clear and concise way to internal and customer audiences. Run training sessions, develop high-quality supporting materials, and work through challenges with customers from technicians to COOs.
Project Management: Ability to develop a project plan with the customer and/or integration partner, and to juggle multiple customer engagements in parallel. Ability to deliver an exceptional experience for our customers by seamlessly working cross-functionally across product managers, business operations, sales, and systems engineers.
Technical Aptitude: Acumen to deeply understand the Samsara Industrial platform’s capabilities, diagnose product issues, advise customers on technical questions, and effectively escalate to engineering
Business Consulting: Ability to consult with customers across multiple verticals to establish and measure benchmarks for ROI and efficiency improvements
Bachelor’s degree, PMP certification
3+ years of experience working in project / change management in a technical vertical
Experience in Industrial sector and Machine Vision
At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. 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.