Senior Program Manager - Customer Success Programs

About the role

The Senior Program Manager will prioritize, implement, and lead large-scale transformational projects across the Customer Success organization. This person will work closely with Customer Success stakeholders to identify critical priorities for the business, and scope, develop, and manage delivery of the work.

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

Responsibilities

• Lead Program Scoping, Planning and Execution: Partner with business stakeholders (Customer Success, Revenue and Customer Operations leaders, managers, and CSMs) to identify, scope, prioritize, plan and execute strategic programs that improve the customer and employee experience and deliver tangible results.
• Drive Cross-Functional Collaboration: Work with cross-functional leaders to scope projects, align objectives, and engage stakeholders to deliver outcomes aligned with key business objectives.
• Deliver Impactful Reporting & Results: Measure results of projects and report out on outcomes delivered; drive continuous improvement processes to achieve and maintain operational excellence and drive measurable outcomes for Samsara and customers.
• Identify and Solution Operational Problems: Building processes, tools, dashboards, and reportable KPIs that scale and mitigate risks through proactive solutions and communications.
• Champion, Role Model, and Embed Samsara’s Cultural Principles: Focus on Seller and Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.

Requirements

• Bachelor's Degree from a 4-year institution.
• 6-8 years of program management, customer success operations, strategy or consulting experience, ideally in a high-growth SaaS environment or fast-paced technology consulting role.
• Demonstrated success launching transformational initiatives that measurably improve the customer experience and support scalability within the business.
• Strong program management tool-kit, including problem solving and decision making skills, able to quickly ramp up on business priorities and derive insights from data.
• Clear and confident communication, including ability to influence and lead cross-functional stakeholders, executives and front line managers.
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs.