About this role.
Samsara is seeking a Senior Program Manager for Customer Success Programs to lead large-scale transformational projects within the Customer Success organization. This role involves scoping, planning, and executing strategic programs that improve customer and employee experiences, requiring strong cross-functional collaboration and stakeholder management. The ideal candidate thrives on complexity, empowers teams, influences executives, and drives data-driven decision-making. This position is remote-friendly for candidates in Canada outside major metro areas. The role offers a competitive salary range of $111,265 to $130,900 CAD.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Program Manager - Customer Success Programs role at Samsara. With over [X] years of experience leading strategic programs in fast-paced technology environments, I have a proven track record of driving cross-functional initiatives that enhance customer success and operational efficiency. My expertise in scoping complex projects, aligning stakeholders, and delivering measurable outcomes aligns perfectly with the requirements of this role.
At my previous position, I led a program that streamlined customer onboarding, reducing time-to-value by 20% and improving NPS scores. I am particularly drawn to Samsara's mission of digitizing physical operations and would be thrilled to contribute to your Customer Success team. I look forward to the opportunity to discuss how my skills can support Samsara's growth.
Sincerely,
[Your Name]
Sample interview questions
I led a cross-functional program to implement a new customer success platform. I started by defining the program scope and success metrics with input from CS, Sales, and Product teams. Through regular steering committee meetings and clear communication channels, I kept all stakeholders aligned. I also used a RACI matrix to clarify responsibilities and managed risks proactively. The program was delivered on time and resulted in a 15% increase in customer retention.
I prioritize based on impact and urgency, using a framework like ICE (Impact, Confidence, Ease) or weighted scoring. I also engage stakeholders to understand their perspectives and align on top priorities. For example, I once had to choose between a process automation project and a training program. By analyzing the potential ROI and strategic fit, I recommended the automation project, which saved 200 hours per month.
I needed executive buy-in for a new customer health scoring model. I prepared a data-driven business case showing how it would reduce churn. I presented it to the VP of Customer Success, highlighting quick wins and long-term benefits. I also shared success stories from pilot customers. By demonstrating clear ROI and aligning with company goals, I secured their support and resources.
I track metrics like customer retention rate, Net Promoter Score (NPS), time-to-value, and adoption rates. For a program aimed at improving onboarding, I measured reduction in time-to-first-value and increase in product usage. I also monitored qualitative feedback through surveys. The data helped iterate on the program and show tangible results to stakeholders.
During a process change initiative, some team members were resistant because it increased their workload initially. I listened to their concerns and explained the long-term benefits, like reduced manual work later. I also involved them in designing the new process to give ownership. By addressing their concerns and showing empathy, I gained their buy-in and the program succeeded.
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
Samsara’s Customer Success (CS) team advises, champions 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.
As part of the CS Programs team, 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. Successful candidates have strong analytical business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience.
This role is open to candidates residing in Canada except the Toronto, Vancouver, Calgary, Edmonton, and Montreal metro areas.
You should apply if:
- You embrace complexity: You thrive on solving ambiguous, complex challenges and developing scalable solutions that drive measurable impact.
- You empower teams: You are passionate about enabling high-performance teams and accelerating strategic priorities through structured program delivery.
- You influence at the top: You enjoy influencing executive stakeholders and aligning diverse teams to shared objectives.
- You drive continuous improvement: You are an advocate of continuous improvement, data-driven decision-making, and agile program iteration.
- You lead with credibility: You are a natural leader, building credibility across cross-functional teams and inspiring trust in high-stakes environments.
Click here to learn about what we value at Samsara.
In this role, you will:
- 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.
Minimum requirements for the role:
- 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.
The ideal candidate has:
- Experience with B2B hardware and SaaS products.
- PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management.
- Experience in a global Operations, Customer Success, or Customer Experience organization.
Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below.
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Belonging at Samsara
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure 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 accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.
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