Samsara

Strategic Program Manager - Customer Success

  • Full-time
  • $100k+/mo
  • 21 days ago
  • 306 views
Customer Support
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About the role:
Samsara’s Customer Success (CS) team advises and guides our customers, ensuring they adopt Samsara and continuously gain business value from our products. We are the trusted point of contact for Samsara’s customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal. The Strategic Program Manager will prioritize, implement, and lead large-scale transformational projects across the Customer Success organization. This role requires a passion for streamlining project plans, centralizing processes, and optimizing change management. Successful candidates have strong analytical business acumen and an insatiable curiosity to understand and improve operations. We are looking for candidates who will 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.
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 students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
  • 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.
Click here to learn about what we value at Samsara.

In this role, you will:

  • Standardize the process for prioritizing and setting timelines for Customer Success projects
  • Lead and launch our highest priority and most complex programs with an expert approach to internal and cross-functional change management
  • Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale
  • Collaborate with colleagues in Customer Success and other departments, such as Support, Sales, Engineering, Supply Chain, Systems, and Operations, to drive an outsized impact
  • Launch post-mortems and work with stakeholders to iterate and improve outcomes for Samsara and our customers
  • 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:
  • 2 to 5 years of program management experience, management consulting experience, or business operation/strategy and operations experience, ideally in a SaaS environment or fast-paced IT consulting role
  • Proven track record launching transformational, cross-functional projects that measurably increase team productivity and/or customer outcomes
  • Ability to ramp up quickly on business priorities and derive insights from data to inform decisions
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, frontline managers
  • Diplomacy, tact, and poise under pressure when working through issues
  • Experience implementing a standardized prioritization process is highly preferred
  • Expert in modeling budgets and headcount is a plus
  • Bachelor’s degree from a 4-year institution. Project Management Certifications and/or an MBA is a plus
Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.
We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.
The range of annual on-target earnings (OTE) range for full-time employees for this position is below. Please note that OTE pay may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
181,500 USD
At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. 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.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.
Please be aware that Samsara does not accept or assume responsibility for unsolicited resumes from agencies. We do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '@Samsara.com' or '@us-greenhouse-mail.io'.