Sr. Program Manager I - Customer Success Programs

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’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.

As part of the CS Operations team, the Strategic Program Manager will own and lead large-scale transformational programs supporting the Customer Success organization.  This person will work closely with Customer Success stakeholders to identify critical priorities for the business, and scope, develop, and manage delivery of the work.  This role requires a passion for scaling organizations, streamlining operations, and driving change management. Successful candidates have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience.

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

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 CSM team to find unique solutions to help keep our customers' 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:  

• Lead the end-to-end planning and delivery of our highest priority and most complex programs with an expert approach to execution, governance and change management
• Develop comprehensive program strategies, roadmaps, and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program reporting and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and 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 the role:

• Bachelor's Degree from a 4-year institution 
• 6-8 years of program management, customer success operations, strategy or consulting experience, ideally in a high-growth SaaS environment or fast-paced technology consulting role
• Demonstrated success launching transformational initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit, including problem-solving and decision-making skills, able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication, including the ability to influence and lead cross-functional stakeholders, executives and front-line managers
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs

An ideal candidate also has:

• Experience with B2B hardware and SaaS products 
• PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management
• Experience in a global Operations, Customer Success, or Customer Experience organization

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

$111,265—$130,900 CAD

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, 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 View email address on swooped.co 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 .