Critical Customer Care Director

Samsara

  • Full Time

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which allows businesses that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations. Founded in San Francisco in 2015, we now employ more than 1,800 people globally and have over 1.5 million active devices. Samsara also went public in December 2021 and we’re just getting started. 

Recent awards we’ve won include: 

  • #2 in the Financial Times’ Fastest Growing Companies in Americas list 2021
  • Named as a Best Place to Work in Built In 2022 
  • #19 in the Forbes Cloud 100 2021  
  • IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners 
  • Forbes Advisor named us the Best Solution for Large Companies – Fleet management software for 2022!

We're driving change in industries that are yet to fully embrace digital transformation. Physical operations make up a massive slice of the global economy but haven’t benefited from innovation and actionable information in the way that other sectors have. The potential for scale and impact is huge.

About the role:

Samsara’s Customer Outcomes (CO) 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 customers throughout their lifecycle: onboarding, adoption, expansion and renewal.

As Samsara’s Critical Customer Care Director, you will lead and manage escalations for our largest accounts due to product adoption, value realization, sponsorship, product, or customer service bugs. This role brings strategy, structure, executive attention, and additional resources to customer situations that would otherwise result in a high level of customer dissatisfaction. 

As the first person stepping into this role, you’ll partner closely with our Strategic Customer Success Managers and Customer Outcomes leadership to build and define this team. Not only will you be on the front line with Samsara’s largest customers, but your work will also be highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience. 

In this role, you will: 

  • Lead escalations for our strategic at-risk customers
  • Build and manage effective, scalable escalation paths
  • Structure complex and potentially charged business issues for senior leadership; serve as a thought-partner in problem-solving the issue; and minimize time to de-escalation
  • Influence resourcing across the organization to drive down customer dissatisfaction 
  • Develop and maintain strong operational excellence within your own work 
  • 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) 

Minimum requirements for the role:

  • ​​8+ years of professional experience in an Enterprise-level customer-facing role such as customer success, account management, strategic consulting or escalation management
  • Experience de-escalating complex, sensitive situations successfully 
  • Proven track record of building trust and communicating with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users
  • Highly organized and self-motivated to create and execute on new programs 
  • Passion for going above and beyond the call of duty
  • Diplomacy, tact, and poise under pressure 

An ideal candidate also has:

  • Experience supporting or working with technical SaaS B2B products
  • Bachelor’s degree from a 4-year institution

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 accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

US Only: Please note that Samsara’s COVID-19 vaccination policy requires all team members who will be meeting in person for business or working from one of our offices to be fully vaccinated against COVID-19 or submit regular testing. People who cannot be vaccinated for qualifying medical conditions, sincerely held religious beliefs, and other legally protected categories, may request an accommodation.

Benefits

Our target total compensation market position is in the top 25% of all software and hardware companies. Our full time employees receive an above market-rate salary, an outstanding equity offering, employee-led remote and flexible working, health benefits, personal development, 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.

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