Samsara
Atlanta, GA
Remote

Customer Success Operations Analyst at Samsara (Remote)

| Atlanta, GA | Remote
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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 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.

In this role, you will work directly with the CS Operations Manager and CS Leadership to build out best-in-class Data Analytics, Systems, and Enablement Tools to enable the CS team to provide the best experience to Samsara’s customers. Our data and analytics foundation will include executive reporting, health of business reviews, dashboards, and KPIs. Launching systems and enablement tools will give you hands-on operating experience in scaling and standardizing processes in a growing organization. Additionally, your role will be cross-functional in nature, working alongside other teams such as Sales, Support, Product, and Finance, enabling you to experience multiple aspects of a fast-growing company from within.

This role requires strong business acumen, a passion for scaling organizations and streamlining operations, and an eagerness to constantly deliver data-driven improvements in a fast-moving environment. In addition to this, you will champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices.

In this role, you will:

  • Drive continuous improvement to achieve and maintain operational excellence for CS
  • Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing!) CS organization
  • Lead industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices
  • Own all projection models for CS, including headcount, staffing, renewals, and budget
  • Build, maintain, and improve our data and reporting capabilities
  • Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale
  • Work with cross-functional leaders to deliver outcomes for Samsara and our customers
  • Lead with creative problem solving and measure expected and actual results for your initiatives
  • Build a project and change management foundation by establishing tools, process, and communication standards within CS
  • Contribute to building out team norms and operating procedures as one of our early hires
  • 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 this role:

  • 3+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role
  • Proven track record creating systems and processes that measurably increase team productivity and/or customer outcomes
  • Experience launching change management operational process improvements
  • Ownership of a critical business system for a function’s end-to-end processes
  • Expert in data analysis, segmentation, and reporting - driving evidence-based decisions
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, frontline managers
  • Diplomacy, tact, and poise under pressure when working through issues
  • Bachelor’s degree from a 4-year institution. MBA preferred

An ideal candidate also has:

  • Ownership of the technology stack for a function’s end-to-end processes
  • Strong knowledge of Gainsight, Totango, and Google BigQuery
  • Strong bias for action, the ability to think big, with an insistence on high standards
  • Thrives in an unstructured, fast-paced, and change-heavy environment
  • A penchant for customer service, patience, and resourcefulness

#LI-Remote

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 [email protected] 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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Technology we use

  • Engineering
  • Product
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • AWSLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • SparkFrameworks
    • TensorFlowFrameworks
    • Google CloudFrameworks
    • RedisDatabases
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    • Google AnalyticsAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
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What are Samsara Perks + Benefits

Samsara Benefits Overview

At Samsara, we’re building for the long term. That’s why we’re focused on investing in the well-being of our employees and delivering an exceptional employee experience. We want Samsara to be a great place to work with competitive pay, benefits, and perks to help us attract and retain the most talented people in our industry. We want you to feel proud to be part of Samsara because you work for a company where you are cared for and supported both personally and professionally. When we support each other, we win as a team.

Culture
Partners with Nonprofits
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Customized development tracks

An Insider's view of Samsara

What’s the vibe like in the office?

When I was an intern, I was pretty involved in the anime club. Once a week after work, we would all pile into a meeting room and watch anime together. At the end of my internship, a giant group of us went out to Japantown to get ramen together as a sort of going away party. After I started full-time, we continue watching weekly shows remotely.

Charleen

Software Engineer

What projects are you most excited about?

We’re not just selling technology; we’re making a real impact on the world. We’re reducing fuel emissions, helping companies go carbon neutral, and even saving lives by reducing accidents. That’s amazing! It still gets me excited every day that we get to have that level of impact through our customers.

Setahrae

Inside Sales Manager

How has your career grown since starting at the company?

The career growth I’ve experienced over the course of just three years has been incredibly rewarding. I was doing channel marketing—and now I’m closing deals $100,000 and above. It’s pretty unique to work at a place that offers you the opportunities to grow your career so quickly and effectively. There’s plenty of opportunity at Samsara.

Joey

Senior Account Executive

What is your vision for the company?

We believe data and technology can help make smarter decisions about how the world runs. The challenges from climate change to running a safe and efficient company requires data that Samsara can help provide. Infrastructure and operations makes up a third of the world’s economy. So we want to give it the same attention that the consumer world has.

Sanjit

CEO

What kinds of technical challenges do you and your team face?

For customers to be safer, more efficient, and sustainable, we must digitize the physical world, process huge volumes of data, deliver advanced data-driven insights, and provide a single source of truth through our Connected Operations Cloud. Every day, we work on a wide range of technologies from embedded firmware to big data to AI and more.

Kelly

VP, Engineering

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