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 initiatives across the Customer Success organization. This role requires a passion for streamlining execution, centralizing processes, and optimizing change management. Successful candidates have strong business acumen and an insatiable curiosity to understand operations and improve the customer experience.
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, and Win as a Team) as we scale globally.
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:
- Lead and launch our highest priority and most complex programs with an expert approach to internal and cross-functional delivery and change management
- Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale
- Own program reporting using data and communication, and work with stakeholders to iterate and improve outcomes for Samsara and our customers
- Collaborate with colleagues in Customer Success and other departments, such as Support, Sales, Engineering, Supply Chain, Systems, and Operations, to drive an outsized impact
- 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:
- Bachelor's Degree from a 4-year institution
- 5-8 years of program management, management consulting, business operations, or strategy experience, ideally in a SaaS environment or fast-paced technology consulting role
- Track record launching transformational, cross-functional initiatives that measurably improve the customer experience and support scalability within the business
- Strong Program Management skills with expertise in end-to-end delivery (i.e. framing the need, and scope requirements, documenting project roadmaps, partnering with teams, defining KPIs, and reporting on results)
- Ability to ramp up quickly on business priorities and derive insights from data to inform decisions
- Strong communication and written language skills including clear and concise documentation
- Proven track record of building trust and effectively partnering with a wide variety of stakeholders: executives, managers, front-line teammates, and cross-functional partners
- Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs
The ideal candidate has:
- Experience with B2B hardware and SaaS products
- PMP certification, Agile/Scrum Certification
- MBA
