Customer Success Associate

About Samsara

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform enabling organizations reliant on physical operations to leverage Internet of Things (IoT) data for actionable insights and operational improvements. At Samsara, we are dedicated to enhancing the safety, efficiency, and sustainability of physical operations that drive our global economy. These industries, contributing over 40% of global GDP, form our planet's infrastructure—including agriculture, construction, field services, transportation, and manufacturing. We are excited to digitally transform their operations at scale.

Working at Samsara means you will help shape the future of physical operations, joining a team that's developing an exciting range of product solutions, such as Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you will have the autonomy and support to make a significant impact as we build for the long term.

About the Role

Our Customer Success Associates take over from our Implementation team, engaging closely with our top customers. They delve into understanding customer fleets and business models, provide expert advice on customizing Samsara to meet specific needs, and establish themselves as long-term partners. This is a highly cross-functional role, involving collaboration and guidance with Sales, Support, Sales Engineering, and Product teams. This exposure offers a unique opportunity to experience multiple facets of a hyper-growth company from within.

This is a remote position open to candidates residing in the US, excluding 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.

Why You Should Apply

• Impact global industries: Every interaction helps truck drivers deliver goods safely, students get to school securely, or power restored swiftly after disasters.
• Thrive on problem-solving: Our evolving technology and complex customer challenges offer exciting opportunities for strategic partnership and unique solutions to improve operations.
• Natural relationship builder: You excel at continuous communication and collaboration with customers and cross-functional teams to achieve collective success.
• Architect your career: This role offers autonomy and growth opportunities in a hyper-growth environment, allowing you to master your craft and advance within Samsara.
• Collaborate with the best: Be part of a team that wins together, celebrates together, and supports each other, surrounded by bright and talented professionals.

Key Responsibilities

• Ensure customers maximize the safety, efficiency, and sustainability of their operations using our IoT platform.
• Develop joint success plans with customers, detailing objectives, metrics, and timelines, and proactively remove barriers to achieving business value.
• Orchestrate executive business reviews with customer decision-makers and Samsara executive leadership to review past successes and align on future goals.
• Conduct workshops to analyze customer operations and recommend workflow changes for optimal Samsara product utilization.
• Deeply understand and articulate the Samsara platform's capabilities to diverse businesses like field services, utilities, long-haul transportation, and school buses.
• Mentor 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 expand globally.

Minimum Requirements

• 2+ years of experience in a Customer Success, account management, or strategic consulting role (Enterprise SaaS experience preferred).
• Bachelor’s degree from an accredited university.
• Strong priority management and high emotional intelligence for a demanding, highly visible position.
• Previous hands-on experience assisting or working with technical products.
• Solutions-oriented with strong problem-solving skills.
• Proven track record of building trust and effective communication with diverse stakeholders, including executives, product/engineering leadership, and day-to-day users.
• Passion for going above and beyond, taking initiative, and thriving in a fast-paced, change-heavy environment.
• Diplomacy, tact, and poise under pressure when resolving customer issues.

Ideal Candidate Attributes

• Enterprise SaaS experience preferred.
• Strong bias for action, ability to think big, with insistence on high standards.
• Experience serving and partnering with large-scale business solutions at Fortune 500 companies.
• Thrives in an unstructured, fast-paced, and change-heavy environment.

Key Skills/Competency

• Customer Success Management
• Account Management
• SaaS
• IoT Platform
• Relationship Building
• Strategic Consulting
• Problem Solving
• Cross-functional Collaboration
• Technical Product Knowledge
• Stakeholder Communication