Senior Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Collaborate with customers to comprehend their fleets and specific challenges.

• Provide guidance to clients on tailoring Samsara’s IoT platform.

• Act as a long-term partner for customers.

• Work cross-functionally with Sales, Support, Sales Engineering, and Product teams.

• Ensure that customers enhance the safety, efficiency, and sustainability of their operations.

• Develop joint success plans that outline objectives, metrics, timelines, and potential obstacles.

• Conduct renewal-focused business reviews and align on future goals.

• Articulate Samsara platform capabilities to businesses across various industries.

• Address escalations and resolve customer concerns.

• Manage general customer inquiries and questions.

• Offer multichannel support via phone, web, email, and channel requests.

• Prioritize work queues, backlogs, and incoming requests effectively.

• Deliver customer service from the initial request through to transaction completion.

• Advocate for Samsara’s cultural principles as the company expands globally.

⛳️ Requirements

• 2-5 years of experience in Customer Success, account management, or a consulting role.

• Preference for experience in a SaaS environment.

• Familiarity with supporting or working with technical products.

• Strong skills in problem-solving.

• Bachelor’s degree from a four-year institution.

• Fluency in both Spanish and English.

• Proficiency with AI tools (such as Claude, Pilot, Gemini, and others).

• Capability to take initiative and excel in a fast-paced, changing environment.

🏝️ Benefits

• Above-market total compensation through base salary, performance-based bonuses/variable pay, and equity (for eligible roles).

• Flexible, employee-driven remote work model.

• Stipend for professional development.

• Comprehensive health insurance plans.

• Parental leave policies.

• Flexible working arrangements.

• Support for remote work when aligned with operational needs.

• Offices available for employees who prefer in-person work.