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Customer Success Operations Associate
3 months ago
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.
In this role, you will work directly with the CS Operations Manager and CS Leadership to build out best-in-class Data Analytics, Systems, and Enablement Tools to enable the CS team to provide the best experience to Samsara's customers. Our data and analytics foundation will include executive reporting, health of business reviews, dashboards, and KPIs. Launching systems and enablement tools will give you hands-on operating experience in scaling and standardizing processes in a growing organization. Additionally, your role will be cross-functional in nature, working alongside other teams such as Sales, Support, Product, and Finance, enabling you to experience multiple aspects of a fast-growing company from within.
This role requires strong business acumen, a passion for scaling organizations and streamlining operations, and an eagerness to constantly deliver data-driven improvements in a fast-moving environment.
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:
- Drive continuous improvement to achieve and maintain operational excellence for CS
- Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing) CS organization
- Drive industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices
- Own all projection models for CS, including headcount, staffing, renewals, and budget
- Build, maintain, and improve our data and reporting capabilities
- Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale
- Work with cross-functional leaders to deliver outcomes for Samsara and our customers
- Lead with creative problem solving and measure expected and actual results for your initiatives
- Build a project and change management foundation by establishing tools, processes, and communication standards within Customer Success
- Contribute to building out team norms and operating procedures as one of our early hires
- 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 this role:
- 3+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role
- Proven track record creating systems and processes that measurably increase team productivity and/or customer outcomes
- Experience launching change management operational process improvements
- Ownership of a critical business system for a function's end-to-end processes
- Expert in data analysis, segmentation, and reporting - driving evidence-based decisions
- Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, and frontline managers
- Diplomacy, tact, and poise under pressure when working through issues
- Bachelor's degree from a 4-year institution, MBA preferred
An ideal candidate also has:
- Ownership of the technology stack for a function's end-to-end processes
- Strong knowledge of Gainsight, Totango, and Google BigQuery
- Strong bias for action, the ability to think big, with an insistence on high standards
- Thrives in an unstructured, fast-paced, and change-heavy environment
- A penchant for customer service, patience, and resourcefulness
