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Customer Success Manager

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Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

Samsara is looking for growth-minded, results-driven Customer Success Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Success Specialist is to help support Samsara's rapidly-growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email.

This is a remote position open to candidates residing in Mexico.

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.

In this role, you will:

Help Customers with a wide range of general inquiries on billing issues and questions
Handle customer questions about contract renewals and cancellations
Solve customer issues and escalations about Samsara products and services
Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
Ability to prioritize work queue and backlog in addition to incoming customer requests
Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
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:

1-3 years of experience in a customer-facing role within a contact center type environment
Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
Strong problem-solving skills and a proven ability to deliver a positive customer experience
Exceptional communication skills to effectively communicate with a wide range of customers
Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
Proficient with macOS

An ideal candidate also has:

Experience supporting service requests in billing, RMA, cancellations, and renewals
Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
Spanish and/or French fluency is a plus

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure 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 embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know 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’. For more information regarding fraudulent employment offers, please visit our blog post here.

Samsara Glassdoor Company Review

4.4

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CEO of Samsara

Sanjit Biswas

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Average salary estimate

$60000 / YEARLY (est.)

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$50000K

$70000K

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What You Should Know About Customer Success Manager, Samsara

At Samsara, we're not just about technology; we're about transforming industries that keep our global economy running smoothly. As a Customer Success Manager, you'll play a pivotal role in this mission. This remote position based in Mexico invites individuals who are eager to drive results and enhance customer satisfaction. In this role, you’ll engage heavily with clients from various sectors, helping them troubleshoot issues and guiding them through the complexities of our cutting-edge IoT solutions. Imagine the impact you’ll make when you assist transportation companies in optimizing their logistics or aid manufacturers in ensuring operational efficiency! With 1-3 years of experience in a contact center environment, you’ll communicate effectively with our diverse clientele via phone, email, and chat, addressing their inquiries from billing queries to service escalations. You’ll be on the front lines, developing relationships with customers and cross-functional teams that embody our values of focusing on customer success and building for the long term. At Samsara, we’re committed to creating an inclusive and supportive environment, so if you’re someone who thrives on problem-solving and relationship building, we want you on our team. Join us and help shape the future of operations with your unique solutions and collaborative spirit. Together, we can make a significant difference in the industries that support our everyday lives!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Samsara

What are the main responsibilities of a Customer Success Manager at Samsara?

As a Customer Success Manager at Samsara, your primary responsibilities will include assisting customers with various inquiries on billing, managing contract renewals and cancellations, and troubleshooting account and service issues. You'll play a crucial role in providing exceptional service across multiple channels such as phone, chat, and email, ensuring that customer needs are met promptly and effectively.