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:
We are seeking a strategic and dynamic Director of Customer Support Systems to oversee the evolution and optimization of our customer-facing systems. Reporting directly to the VP of GTM Systems, this role will require a strong executive presence, advanced influencing and communication skills, and deep business acumen. The successful candidate will work closely with Customer Support, Customer Success and Partnerships organizations in Customer Outcomes and Business Technology teams to support post-sales customer journey.
This is a remote position open to candidates based in the United States.
In this role, you will:
- Strategic Leadership: Define and execute the overall strategy for Customer Support, Partnership systems, integration strategy for Customer Success Systems ensuring alignment with business goals and customer needs. Utilize deep business acumen to drive strategic initiatives.
- Systems Optimization: Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems, leveraging advanced influencing & communication skills.
- Cross-Functional Collaboration: Partner closely with the Customer Support, Customer Success and Partnerships organizations in Customer Outcomes and Business Technology teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy.
- Advanced Influencing & Communication: Utilize advanced influencing and communication skills to foster alignment across teams, drive change, and create a cohesive vision for Customer Support and Partnership systems.
- Team Development: Lead, mentor, and grow a high-performing team of professionals, fostering a culture of collaboration, innovation, and excellence.
- Vendor Management: Identify, negotiate, and manage partnerships with third-party vendors to ensure the delivery of top-notch tools and services.
- Performance Metrics: Establish, track, and report key performance indicators to gauge success and identify opportunities for improvement.
- Compliance and Security: Ensure all systems adhere to industry standards, legal requirements, and best practices in security and data privacy.
- Budget Management: Oversee budget planning, allocation, and management within the area of responsibility, employing deep business acumen.
- 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:
- Bachelor's degree in Business, Computer Science, Information Technology, or related field; Master’s degree preferred.
- 7+ years of experience in senior leadership roles focusing on Customer Support systems.
- Deep business acumen, with a strong understanding of support systems, integration tools, Quality Assurance and analytics platforms.
- Advanced influencing and communication skills, with a strong executive presence.
- Exceptional strategic thinking and problem-solving skills.
- Excellent collaboration skills, with experience working closely with Customer Support and Channel teams.
- A customer-centric mindset, with a focus on delivering value and an excellent customer experience.
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. 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.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, 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 accessibleinterviewing@samsara.com or click hereif 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.
