About the role:
We are seeking a results-driven, operationally minded Sr. Customer Marketing Manager to scale best-in-class customer advocacy and loyalty programs. These programs provide the structure and process for how we engage with advocates, source and share customer stories, and build community among customers, all of which deepen customers’ relationships with Samsara while fueling GTM and Brand initiatives. These programs are mission critical to increasing customer advocacy, loyalty, and retention to benefit Samsara’s long-term growth.
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.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
In this role, you will:
- Own and evolve Customer Marketing Systems: Own and design the architecture of the systems that support the various Customer Advocacy & Loyalty programs and their owners in partnership with the Marketing Ops and BizTech teams, ensuring the programs are running as efficiently as possible by embracing automation for scale without sacrificing the customer experience as well as capturing necessary data to understand and report on program performance. This includes but is not limited to our existing tech stack of software (ReferenceEdge, Salesforce) and custom-built solutions (Airtable, Zapier) and how they integrate with other tools.
- Scale program processes for global expansion: Mature and standardize the core processes of the Customer Advocacy & Loyalty programs to enable their ability to grow in parallel with the growth of our customer base, including direct-to-customer engagement, and to be replicated with minimal lift by our regional marketing teams, supporting our expansion into frontier markets. Analyze and forecast program demand to meet business goals: Build, maintain, and manage tools that critically evaluate the current state of programs and their ability to fuel top-line business goals 1-3 years from now such as story and advocate gap analyses, advocate scoring for prioritization to fill gaps in GTM/Brand needs, and forecasting the growth milestones required for them to meet demand.
- Engage and grow the customer advocate base at scale: Establish a lifecycle-style approach to recruit and engage with advocates beyond one-off reference needs that builds community among advocates and strengthens Samsara’s brand both with our advocates and the industry at large; this may include but is not limited to a clear reference program onboarding process, gamification, rewards, and a customer-facing portal.
- Measure programs impact and efficacy: Partner with program owners to define KPIs and Marketing Data & Analytics to build dashboards and then analyze the ongoing performance of each program to identify trends and build plans to double down on strength areas or remediate areas of opportunity, or strengths.
- Be a Culture Champion: 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:
- 5+ years of experience in operations or program/project management within the marketing field with a focus on customer marketing, advocacy, or loyalty.
- Experience with Salesforce, ReferenceEdge, Airtable, and Tableau.
- Understanding of how real-world programs and interactions translate into.
- Ability to think outside the box to simplify complex processes into clear and repeatable motions.
- Outstanding project management and organizational skills with an ability to prioritize amidst many moving pieces.
- Analytical chops to measure the effectiveness of the Customer Marketing programs.
- Attention to detail and a commitment to exceptional work are part of your personal philosophy.
- Experience working in a fast-paced environment; excellent written and verbal communication skills.
- Strong interpersonal skills to help work with cross-functional teams and nurture customer relationships.
- Bachelor's degree or equivalent experience is required.
