Manager, Enterprise Customer Success

About the role:

The Enterprise Customer Success team ensures Samsara’s Enterprise customers in the US adopt our solutions and continuously derive value from our products. We serve as the trusted point of contact for our enterprise customers throughout their lifecycle, from onboarding and adoption to advocacy and renewal.

As the manager of the Enterprise CSM team, you will enhance our Customer Success engagement motions, provide targeted coaching for each team member, and foster an inspiring and dynamic team culture. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers.

This role is open to candidates residing in the US EXCEPT Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. 

This position requires working hours in the Central or Eastern time zones.

In this role, you will: 

• Ensure ongoing success and value realization for Samsara’s Enterprise Customers.
• Define and execute long-term strategies for the Enterprise Customer Success team that support Samsara’s commitment to providing excellent service and then scale it.
• Create goals, action plans, playbooks, and key metrics for the long-term success of Samsara’s Enterprise accounts.
• Deliver results across team KPIs and org level OKRs
• Keep executives informed of progress and advocate for change when needed. 
• Lead from the front with a willingness to get your hands dirty.
• 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.
• Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for this role:

• 8+ years relevant experience in a senior Customer Success, account management, or strategic consulting role
• 3+ years experience in a people management or leadership position
• Clear leadership presence that translates across all communication channels -- in person, over video, and in writing
• Solutions-focused with strong problem-solving skills
• Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
• Strong bias for action, the ability to think big while also executing with excellence
• Data-driven – you use it to build a clear picture of priorities. And if data isn’t readily available at your fingertips, you dig in and find ways to surface what you need
• Strong track record of mentoring and building teams from scratch -- and retaining talent
• Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives​
• Bachelor's degree from a 4-year institution.
• Ability to travel within the United States for customer meetings and events (up to 30%).

An ideal candidate also has:

• Led a team where each team member managed a portfolio of 8-40 accounts.
• Experience using Gainsight.
• Passion for going above and beyond the call of duty for their customers and team members.
• Proven track record of partnering with Account Executives and Renewal Managers to develop and execute commercial expansion strategies.
• Strong program management experience.
• Strategic consulting experience.