Customer Success Manager - Industrial

Samsara San Francisco , CA 94118

Posted 3 months ago

Samsara, founded in 2015, is a leader in Industrial IoT and our mission is to increase the efficiency, safety, and sustainability of the operations that power our economy. Our solutions combine hardware and software to bring real-time visibility, analytics, and AI to operations across various industries. Samsara's fast-growing team is headquartered in San Francisco, with offices in San Jose, Atlanta, and London. Our team has raised over $530M from Andreessen Horowitz, General Catalyst, Tiger Global, and Dragoneer.

As a member of the Customer Success team, you will be responsible for helping Samsara's largest & most strategic customers implement and adopt our IoT solutions for their industrial assets. Picking up where our sales teams leave off, you will own the customer relationship and ensure a successful technical deployment of Samsara's solution. In a given week you may work with an industrial-scale food producer, an oil & gas exploration company, and a public utility to develop an implementation plan, train various groups within the customer's organization, troubleshoot and escalate technical issues (working with our support and development team), and ensure a successful customer relationship. Your role will be cross-functional in nature, working alongside and connecting product managers, business operations, sales, and systems engineers, enabling you to experience multiple aspects of a hyper-growth technology company from within.

This role is primarily based in San Francisco, with travel opportunities to visit customers on-site.

The Customer Success Manager - Industrial will work on:

  • Project Management: Develop and implement project plans to deploy industrial products into customer environments. Manage and juggle multiple customer engagements in parallel, and ensure successful delivery.

  • Customer Training: Provide training via phone, video conferencing, customer visits and email to ensure that customers are successful and delighted to use the Samsara product.

  • Product Feedback: As a fast growing startup, we are continuously developing new features and products. The Customer Success Manager will filter customer requests that arise during deployment back to Product.

  • Account Management: As Customer Success is defined in the Sale and implementation process, it is followed up to confirm that it has been achieved in operations.

  • Championing, role modeling, and embedding Samsara's cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices

An ideal candidate would have:

  • Ability to run training sessions, develop high-quality training materials, and work through challenges with everyone from technicians to COOs. Clear, concise communications to provide status updates both externally and internally to a variety of stakeholders in fast-moving environments

  • Experience consulting customers across multiple verticals to establish and measure benchmarks for ROI and efficiency improvements

  • Technical acumen to deeply understand the Samsara Industrial platform's capabilities, to diagnose product issues, and to effectively escalate them to engineering

  • Ability to develop a project plan with the customer and/or integration partner, and to juggle multiple customer engagements in parallel. Ability to seamlessly work cross-functionally across product managers, business operations, sales, and systems engineers to deliver an exceptional experience for our customers

  • A Bachelor's degree, PMP certification

  • 1+ year of experience working in project/change management in a technical vertical

  • Experience in Industrial sector preferred

At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

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Customer Success Manager - Industrial