About the role:

The Head of 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 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.

Click here to learn about what we value at Samsara.

In this role, 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.
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• 5-7 years of leadership experience
• Bachelor’s degree in Computer Science or related technical field
• Strong collaborative nature and experience working in multifunctional teams
• Exceptional communication skills and the ability to translate technical topics to a non-technical audience
• Excellent track record of project/program management involving operational processes
• Experience developing and implementing new strategies, procedures, and standardization
• Strong analytical and problem-solving skills

An ideal candidate also has:

• Experience with Customer Success tools like Gainsight, Totango, Certinina