Senior Manager, Customer Success Systems

The Senior Manager, Customer Success Systems plays an integral role in establishing the systems, processes and people that will form the backbone of Samsara’s customer success experience. In this role you will be responsible for delivering the technology that enables Samsara to provide enterprise-grade customer success experience to our rapidly expanding user-base, during a time of hyper company growth. This position requires a unique combination of customer success understanding within a SaaS environment and a proven track record in building out systems which provide a best in class customer experience. This key leadership role is within our CS Operations organization and will report to the Director Customer Success & Operations . In addition, this role will partner very closely with Samsara’s Business Systems team. You will partner with Samsara’s Global Customer Success team to define use cases and requirements for all core systems, including: Gainsight, Certinia, Matik, Gong, and more. You'll also select and architect an optimal technology stack for customer success, including components such as CRM, knowledge base, and quality monitoring tools. Lead integration of our core operating system Gainsight with other key business platforms (e.g. Zendesk, Certinia). Recruit, develop and retain a high-performing team of system analysts and engineers, with exceptional communication and collaboration skills and deep experience in implementing customer success technologies. Define standard operating procedures, KPIs, and best practices for the CS Systems team. 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.