Senior Customer Success Quality Analyst

Who We Are

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 improved operations. At Samsara, we are dedicated to enhancing the safety, efficiency, and sustainability of physical operations across industries like agriculture, construction, field services, transportation, and manufacturing. Working at Samsara means contributing to the future of physical operations, shaping product solutions such as 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 a significant impact.

About the role:

We are seeking an experienced Quality Analyst to join our pioneering Customer Success Quality Programs team. The Senior Customer Success Quality Analyst will collaborate with leadership and cross-functional stakeholders to elevate and drive stronger outcomes for our customers. You will support teams across all segments, implementing data monitoring systems, assessing compliance, and utilizing business intelligence to enhance the customer experience. The ideal candidate possesses experience in a customer-facing role, expertise in quality assurance operations for both technical and non-technical customer teams, and the ability to analyze data for high-leverage opportunities. This role contributes to building a sustainable quality function and culture within a growing team and reports to the Sr. Manager of GTM Quality Programs as part of the Revenue Operations department. This is a remote position open to candidates residing in Canada.

You should apply if:

• Your efforts will create real-world impact, supporting essential industries and ensuring worker safety.
• You have an innate curiosity about business operations, learning from diverse industries like waste management and food distribution.
• You excel at building genuine relationships, earning trust with customers who are adopting new technology.
• You thrive in a high-performance culture, surrounded by top talent and challenged to grow.
• You are a collaborative team player, sharing best practices and focusing on collective success.

In this role, you will:

• Utilize industry best practices and tools to ensure the highest standards of service in all prospect and customer interactions.
• Monitor interactions across various lines of business to assess engagement quality and process compliance.
• Implement mechanisms to track and ensure compliance with quality process requirements, call scoring, and calibration.
• Drive investigative projects to identify opportunities for improving behaviors, processes, procedures, tools, training, and outcomes.
• Collaborate with Sales and Sales Operations stakeholders to implement and ensure accountability in quality programs.
• Leverage Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights.
• Deliver data-driven insights on the quality of sales team engagements across all segments, regions, and industries.
• 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.

Minimum requirements for the role:

• 4+ years of Sales, Enablement, Operations, Quality, Management Consulting, or Program Management experience, ideally in a SaaS environment or fast-paced IT consulting role.
• Proven track record launching transformational quality projects that measurably increase team productivity and customer outcomes.
• Ability to ramp up quickly on business priorities and derive insights from data.
• Excel at building trust and communicating effectively with a wide variety of stakeholders, including account reps, managers, and technical roles.
• Poise under pressure when working through issues in a fast-paced environment.
• Strong attention to detail and a knack for process improvement and documentation.

An ideal candidate also has:

• Experience working with Gong and/or Salesforce.
• Project management or industry certifications, e.g., COPC, PMP.

Key skills/competency:

• Quality Assurance
• Customer Success
• Data Analysis
• Process Improvement
• Compliance Monitoring
• Stakeholder Management
• Business Intelligence
• SaaS Environment
• Program Management
• GTM Strategy