Manager, Implementation - Public Sector Customer Success

About the role:

The Public Sector Customer Success team ensures Samsara’s customers adopt our solutions and continuously derive business value from our products. We serve as the trusted point of contact for our customers throughout their lifecycle, from onboarding and adoption to advocacy and renewal.

As the manager of the Services CS Public Sector team, you will enhance our Customer Success onboarding motions, provide targeted coaching for each team member, and foster an inspiring and dynamic team culture. This role is responsible for initial customer onboarding at the Scale and Enterprise customer levels. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers. Role requires 10-20% travel within the US.

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. 

In this role, you will: 

• Hire, onboard, develop and lead an inclusive, engaged, and high performing team.
• Manage individual contributor performance.
• Deliver results across team KPIs and org level OKRs.
• Identify and implement process-improvement opportunities; such as systems efficiency gains and leaning into data resulting in increased automation.
• Lead from the front with a willingness to get hands dirty.
• 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:

• 8+ years in Customer Success, account management, or consulting.
• 2+ years in management positions, including recruiting and retaining top talent.
• Experience with $1M+ ACV customers.
• Experience with Enterprise SaaS.
• Ability to travel within the United States for customer meetings and events (up to 25%).
• Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
• Solutions-focused with strong problem-solving skills and a bias for action.
• Ability to think big while also executing with excellence.
• Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives​.
• Bachelor's degree from a 4-year institution.

An ideal candidate also has:

• Led a team where each team member managed a portfolio of 4-5 implementations.

• Experience using Gainsight.

• Passion for going above and beyond the call of duty for their customers and team members.
• Strong program management experience.
• Strategic consulting experience.

Experience implementing digital and AI driven workflows.

• Experience responding to RFPs and reviewing SOWs.