Customer Success Manager III

Who we are

the company (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 the company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, 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 the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. 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.

About the role:

the company Scaled Customer Success team ensures customers adopt our platform, realize measurable business value, and renew and expand with confidence. Scaled Customer Success Managers pick up where our Implementation team leaves off, working closely with top customers to understand their fleet and unique challenges, advising on how to customize the company for their needs, and becoming their long-term partner. 

Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Finance, Renewals, Sales Engineering, Customer Education and Product, enabling you to experience multiple aspects of a hyper-growth company from within. 

This position will take on a more technical approach to account management than a typical CSM, a successful candidate will be able to learn, understand, and convey the value of the company most complex products and features to our largest Mid-Market customers.

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 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 the company, 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 the company. 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 the company, 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: 

• Be on the front lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform. 
• Deeply understand the the company platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many more.
• Demonstrate a willingness to learn, investigate, diagnose and resolve technical issues for customers. 
• Drive business transformation by leading strategic customer engagements to deeply understand current operations and business goals, allowing for proactive workflow transformations and architecting action plans that define the metrics and timelines necessary to remove barriers and deliver business value.
• Orchestrate product consultation workshops and value check-ins for our most complex partnerships, leading to feature and workflow change recommendations that help customers get the most out of their the company products.
• Influence internal roadmaps across Product, Finance, and Support to drive mission-critical customer initiatives.
• Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their the company products.
• Champion, role model, and embed the company 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 this role:

• 3 - 5+ years of experience in a technical customer success, account management, sales, sales engineering 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, 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

An ideal candidate also:

• Has strong bias for action, the ability to think big, with insistence on high standards
• Has experience serving and supporting large-scale 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: Experience with APIs and integrations.
• Knowledge Sharer: Experience with technical enablement and knowledge sharing across teams.
• Adept in Big Data: Familiarity with tools like Databricks and PowerBI.
• Industry Knowledge: Experience with Routing, Navigation, Commercial Trucking Fleets, and Logistics.

Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below.

Annual OTE Salary

$97,877.50—$131,600 USD

Total Rewards

At the company, 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.

Flexible Working 

At the company, 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.

Belonging at the company

At the company, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that the company is a place where people from all backgrounds can make an impact.

Accommodations 

the company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email removed] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see the company Candidate Privacy Notice for more information.

Fraudulent Employment Offers

the company is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.