At a Glance
- Tasks: Drive customer success by optimising their use of our IoT platform and building strong relationships.
- Company: Join Samsara, a leader in Connected Operations™ Cloud, transforming industries globally.
- Benefits: Remote work, competitive salary, and opportunities for career growth in a dynamic environment.
- Other info: Enjoy a supportive culture where you can shape your career and thrive in a fast-paced setting.
- Why this job: Make a real impact on industries that power our economy while collaborating with top professionals.
- Qualifications: 6+ years in customer success or account management, with a passion for problem-solving.
The predicted salary is between 60000 - 80000 £ per year.
Who we are
Samsara (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 Samsara, 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 Samsara 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:
Our Strategic Customer Success Managers pick up where our Implementation team leaves off, working closely with our top customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner. Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a hyper-growth company from within. This role is a remote position open to candidates residing in the UK. Will require travel to customer sites in the United Kingdom, for up to 25% of the time, which may include overnight stays.
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 a customer achieves their sustainability goals, or whether power gets restored quickly after an incident.
- 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:
- 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, and timelines, and effectively removing any barriers to achieving business value.
- Orchestrate executive meetings 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 understand 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.
Minimum requirements for the role:
- 6+ years of experience in a senior 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.
- Customer travel is expected. Up to 25-40%.
- 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 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.
An ideal candidate also has:
- Strong bias for action, the ability to think big, with insistence on high standards.
- Experience serving and supporting large-scale business solutions at Fortune 500 companies.
- Thrives in an unstructured, fast-paced, and change-heavy environment.
Strategic Customer Success Manager employer: Samsara
Samsara is an exceptional employer that prioritises innovation and personal development, making it an ideal place for a Senior Product Manager to thrive. With a fully remote work environment, employees enjoy flexibility while being part of a collaborative culture that values their contributions and encourages continuous learning. The company offers competitive salaries and unique opportunities to make a meaningful impact in the fleet fuel and energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Samsara. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Samsara before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Samsara:Your cover letter is your chance to shine! Tell us why you want to work at Samsara specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Samsara!
How to prepare for a job interview at Samsara
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
