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Strategic Customer Success Manager

Posted 8 days agoViewed

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💎 Seniority level: Manager, 6+ years

📍 Location: United States

💸 Salary: 97282.5 - 147150.0 USD per year

🔍 Industry: SaaS

🏢 Company: Samsara👥 1001-5000💰 Secondary Market over 4 years ago🫂 Last layoff about 5 years agoCloud Data ServicesBusiness IntelligenceInternet of ThingsSaaSSoftware

🗣️ Languages: English

⏳ Experience: 6+ years

🪄 Skills: Project ManagementCommunication SkillsProblem SolvingCustomer serviceMentoringNegotiationRelationship buildingAccount ManagementClient relationship managementCross-functional collaborationSales experienceStakeholder managementStrategic thinkingCustomer supportCustomer SuccessSaaS

Requirements:
  • 6+ years of experience in a Customer Success, account management, 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 assisting 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 stakeholders: executives, Product 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
Responsibilities:
  • Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
  • Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value
  • Orchestrate executive business reviews with our customers’ decision makers and our executive leadership where we look back at past successes and align on upcoming goals
  • Conduct workshops with customers to break down their current operations and recommend workflow changes to get the most out of their Samsara products
  • Deeply understand the Samsara platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many more.
  • Serve as a mentor to the wider Customer Success and Support teams
  • 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
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