Manager, CS Operations

About the role:

Samsara is looking for a Manager of Customer Success Operations to play a critical role in scaling systems, processes and policies for our Customer Success organization. This role will partner with senior leaders across Samsara’s go-to-market teams to design, build and run critical business capabilities for our world-class post-sales organization. This leader will have an outsized impact on the future of our CS organization by helping us Build for The Long Term as we grow beyond $1BN in revenue. The ideal candidate has experience driving transformative initiatives that bring together people, process and technology into elegant solutions to business problems related to all aspects of the post-sales experience. 

This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

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, and most importantly, ensure workers return home safely.
• You have innate curiosity in how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top team members seek to learn the ins and outs of the businesses they support in order to make a larger impact. 
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before. 
• You are a team player: At Samsara, revenue is a team sport. We help each other out by sharing best practices and focus on winning as a team.

In this role, you and your team will:

• Partner closely with Manager to VP-level CS Leadership to optimize our Customer Success motion, ensuring scalable, efficient processes that drive ACV, retention and expansion.
• Lead a team of high performing CS Ops professionals, and help Samsara continue to define and improve our model for post-sales Operational Support
• Run large cross-functional projects focused on improving Customer outcomes, including process redesign, tooling enhancements, and analytics-driven improvements.
• Intake, assess, and prioritize CS-specific requests and process gaps based on business impact and effort, developing a roadmap aligned to core company goals.
• Collaborate with Post Sales Systems and Rev Tech teams to enhance automation, deliver scalable tooling, define business requirements, conduct UAT, and manage end-user communications..
• 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:

• 6+ years of experience in Revenue Operations roles, preferably supporting Customer Success specifically, supporting cross-functional sales organizations within a fast-paced, iterative, forward-thinking SaaS environment.
• This is a high impact position with high internal visibility that requires strong priority management and high emotional intelligence 
• Proven ability to drive improvements in Revenue workflows through cross-functional project management and build long-term solutions. 
• Strong organizational skills and business judgment with a track record of leading complex projects from strategy through execution.
• Analytical mindset and ability to use data to influence strategy and decision-making.
• Advanced experience with Gainsight and Salesforce strongly preferred 
• Excellent communication skills and experience translating policy/process into field-facing resources and guidance.
• Bachelor’s degree from a top university; focus in business, finance, economics, or engineering preferred. MBA optional.