[Hiring] Customer Success Manager @SambaSafety

Role Description

SambaSafety is seeking a highly motivated and experienced Customer Success Manager to support our enterprise fleet customers by leading adoption efforts, driving revenue growth, and ensuring our customers achieve their desired outcomes. This role demands a strategic approach, excellent executive relationship-building abilities, proficiency with renewal and expansion initiatives, and a strong commitment to supporting customer success.

What you’ll do:

• Customer Engagement:
  • Build and maintain strong, long-lasting relationships with key stakeholders, including executives, across assigned customer accounts.
  • Act as the primary point of contact for strategic customers, addressing their needs and concerns effectively.
  • Serve as a trusted advisor and advocate, providing operational management oversight, best practices, and domain expertise.
• Strategic Planning:
  • Develop and implement tailored success plans that align with customer goals and desired business outcomes.
  • Collaborate with customers to understand their business challenges and identify opportunities for growth.
• Customer Enablement:
  • Actively participate in the implementation process for new customers, ensuring they are equipped with the tools and knowledge to maximize their use of our products/services.
  • Provide ongoing training and resources to customers, enhancing their product proficiency and satisfaction leading to higher adoption.
• Performance Monitoring:
  • Analyze customer usage data and feedback to assess health scores and identify areas for improvement.
  • Regularly review customer performance against success metrics and proactively address any issues.
• Renewals & Expansion:
  • Identify and pursue opportunities for upselling and cross-selling additional products/services to existing customers. Log and track these opportunities inside the company-supported CRM.
  • Manage the renewal process, ensuring high retention rates and customer satisfaction.
• Collaboration:
  • Work closely with cross-functional teams, including CX, Sales, Product, and Support, to advocate for customer needs and drive product enhancements.
  • Gather, document, and share high-level customer insights to inform product development and marketing strategies.

Qualifications

• 3+ years of SaaS CSM experience required, including success in expansion motions and comfort operating in a sales-aligned, revenue-driven environment.
• Direct experience in the commercial transportation industry is preferred, with a strong focus on strategy-driven customer success. Relevant sectors include commercial auto insurance, telematics, and/or transportation safety and compliance.
• Ability to diagnose problems, think quickly on your feet, problem-solve, and communicate effectively.
• Proven ability to manage accounts and relationships (internal and external) on an ongoing basis.
• Proven ability to tailor your message to your audience with experience communicating to C-suite business leaders.
• Proven ability to be a business advisor by creating valuable business partnerships with a strong track record of delivering measurable results.
• Exceptional collaboration and teambuilding skills.
• Comfortable with change as SambaSafety is always evolving and growing.
• Experience with a Customer Relationship Management (CRM) tool, preferably Salesforce.com.
• Exceptional written and verbal communication skills.

Benefits

• Flexible and generous Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness & Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag & SambaSafety Events