Customer Success Operations and Strategy Manager

Samsara

  • Canada
  • Permanent
  • Full-time
  • 19 days ago
About the role:Samsara's 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 Samsara's customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.In this role, you will work directly with the CS Operations Manager and CS Leadership to build out best-in-class Data Analytics, Systems, and Enablement Tools to enable the CS team to provide the best experience to Samsara's customers. Our data and analytics foundation will include executive reporting, health of business reviews, dashboards, and KPIs. Launching systems and enablement tools will give you hands-on operating experience in scaling and standardizing processes in a growing organization. Additionally, your role will be cross-functional in nature, working alongside other teams such as Sales, Support, Product, and Finance, enabling you to experience multiple aspects of a fast-growing company from within.This role requires strong business acumen, a passion for scaling organizations and streamlining operations, and an eagerness to constantly deliver data-driven improvements in a fast-moving environment.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 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:
  • 8+ years of progressive data-driven, operational experience, ideally in a SaaS environment or a fast-paced management consulting role, with a proven track record of managing strategic initiatives.
  • Demonstrated success in designing and implementing complex systems and processes that measurably enhance team productivity and/or customer outcomes at scale.
  • Extensive experience managing significant change management operational process improvements across an organization.
  • Proven ownership and strategic oversight of critical business systems for a function's end-to-end processes, including vendor management and roadmap development.
  • Exceptional track record of building trust, influencing, and communicating effectively with a wide variety of stakeholders, including executives, Product and Engineering, and senior frontline managers.
  • Superior diplomacy, tact, and poise under pressure when navigating complex issues and strategic discussions.
  • Bachelor's degree from a 4-year institution.
Minimum requirements for the role:
  • 8+ years of progressive data-driven, operational experience, ideally in a SaaS environment or a fast-paced management consulting role, with a proven track record of managing strategic initiatives.
  • Demonstrated success in designing and implementing complex systems and processes that measurably enhance team productivity and/or customer outcomes at scale.
  • Extensive experience managing significant change management operational process improvements across an organization.
  • Proven ownership and strategic oversight of critical business systems for a function's end-to-end processes, including vendor management and roadmap development.
  • Exceptional track record of building trust, influencing, and communicating effectively with a wide variety of stakeholders, including executives, Product and Engineering, and senior frontline managers.
  • Superior diplomacy, tact, and poise under pressure when navigating complex issues and strategic discussions.
  • Bachelor's degree from a 4-year institution.
An ideal candidate also has:
  • Ownership of the technology stack for a function's end-to-end processes.
  • Strong knowledge of Gainsight and familiarity with Matik and DataBricks.
  • Strong bias for action, the ability to think big, with an insistence on high standards.
  • Thrives in an unstructured and change-heavy environment.
  • A penchant for customer service, patience, and resourcefulness.

Samsara