- Company Name
- Samsara
- Job Title
- Customer Success Operations and Strategy Manager
- Job Description
-
**Job Title:** Customer Success Operations and Strategy Manager
**Role Summary:**
Lead the design, implementation, and optimization of data analytics, reporting, and enablement tools for the Customer Success organization. Partner with CS leadership and cross‑functional teams (Sales, Support, Product, Finance) to build scalable processes, executive dashboards, and KPI frameworks that drive customer adoption, retention, and business value.
**Expectations:**
- 8+ years of progressive, data‑driven operational experience in SaaS or fast‑paced consulting.
- Proven ability to manage strategic initiatives and deliver measurable productivity or customer outcome improvements.
- Strong change‑management expertise and the capacity to influence senior stakeholders.
- Excellent communication, diplomacy, and problem‑solving skills under pressure.
- Self‑starter with a growth mindset, capable of thriving in a hyper‑growth, remote environment.
**Key Responsibilities:**
- Develop and maintain executive reporting, health‑check reviews, dashboards, and KPI tracking for Customer Success.
- Design, launch, and standardize systems and enablement tools that scale CS processes (onboarding, adoption, advocacy, renewal).
- Own end‑to‑end business system lifecycle, including vendor selection, roadmap creation, and ongoing governance.
- Drive cross‑functional initiatives with Sales, Support, Product, and Finance to align data, processes, and customer outcomes.
- Lead change‑management programs to improve operational efficiency and customer satisfaction at scale.
- Provide strategic insights and recommendations to CS leadership based on data analysis.
**Required Skills:**
- Data analytics and reporting (SQL, Tableau, Looker, PowerBI or similar).
- Process design and automation (workflow tools, CRM/CS platforms).
- Change‑management and continuous improvement methodologies.
- Strong stakeholder management and executive communication.
- Project management and strategic planning.
- Ability to synthesize complex data into actionable business recommendations.
**Required Education & Certifications:**
- Bachelor’s degree from a four‑year institution (any discipline).
- No specific certifications required; relevant certifications in data analytics, project management, or SaaS operations are a plus.