Customer Success Operations Analyst

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.

Recent awards we’ve won include:

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

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 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.
• 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.

Click here to learn about what we value at Samsara.

In this role, you will:

• Own all projection models for CS, including headcount, staffing, renewals, and budget
• Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing!) CS organization
• Drive continuous improvement to achieve and maintain operational excellence for CS
• Drive industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices
• Build, maintain, and improve our data and reporting capabilities
• 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
• Contribute to building out team norms and operating procedures as one of our early hires
• Lead with creative problem solving and measure expected and actual results for your initiatives
• Work with cross-functional leaders to deliver outcomes for Samsara and our customers
• Build a project and change management foundation by establishing tools, process, and communication standards within CS
• Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale

Minimum requirements for this role:

• Expert in data analysis, segmentation, and reporting - driving evidence-based decisions
• Diplomacy, tact, and poise under pressure when working through issues
• Bachelor’s degree from a 4-year institution. MBA preferred
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, frontline managers
• Experience launching change management operational process improvements
• Proven track record creating systems and processes that measurably increase team productivity and/or customer outcomes
• 3+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role
• Ownership of a critical business system for a function’s end-to-end processes

An ideal candidate also has:

• Ownership of the technology stack for a function’s end-to-end processes
• Thrives in an unstructured, fast-paced, and change-heavy environment
• Strong bias for action, the ability to think big, with an insistence on high standards
• Strong knowledge of Gainsight, Totango, and Google BigQuery
• A penchant for customer service, patience, and resourcefulness

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver total compensation (based on role, level, and geography) that is above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs). A new hire RSU award is awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers are eligible to receive above target equity refresh awards which allow employees to achieve higher market positioning.

The range of annual on-target earnings (OTE) range for full-time employees for this position is below. Please note that OTE pay may vary depending on factors including your city of residence, job-related knowledge, skills.

$73,916—$108,700 USD

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Benefits

Full time employees receive an above market 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.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.