Senior Manager, Customer Advocacy

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which helps to digitize the world of physical operations, providing visibility and empowering entire sectors of our economy to become more safe, efficient, and sustainable. Founded in San Francisco in 2015, we now employ more than 2,000 people globally, have 2.3 million IoT devices deployed globally, and collect more than 85 billion minutes of video footage and 4.6 trillion data points annually.

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, equipment monitoring, and site visibility. As part of a newly public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

Recent awards we’ve won include: 

Best Place to Work by Built In 2022

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

Every year, we partner with our customers to deliver outcomes like conserving millions of gallons of fuel, saving millions of dollars, and creating positive environmental change. As more customers connect to our platform, our data grows, our AI models get smarter, and our opportunities expand.

About the role:

We are seeking a results-driven, creative builder to manage a multi-person Customer Advocacy team to build and drive a best-in-class customer advocacy and loyalty program portfolio. 

As a Manager, Customer Advocacy you’d develop a portfolio of initiatives including launching customer engagement programs like an Advisory Council and Ambassador-style program, driving the next phase of Samsara’s Customer Reference Program, growing our Customer Awards, and launching internal tools to help each Samsarian tells our customers’ stories, and more. 

This is a highly collaborative role and team; and a sub-team of the broader Customer Marketing team. This position is an opportunity to build a foundational portfolio of programs and campaigns to drive authentic customer relationships and drive advocacy, loyalty, and retention across our growing bases of thousands of customers.

In this role, you will: 

• Drive the development of our strategic advocacy program portfolio: Supervise the team in building our portfolio of advocacy and loyalty programs from the ground up from our Customer Advisory Council, Ambassador-style program, Awards program, and more; work with our executive team, and management for our Customer Success and Product teams to launch programs that unlock authentic customer relationships with top customers. 
• Uncover and elevate the customer voice in partnership with key teams across Marketing: Manage the team to uncover successful industry stories and work with teams across Marketing to bring these stories to life through key moments like integrating campaigns, brand campaigns, at our annual customer conference, etc. 
• Drive next phase of Customer Reference Program and self-service story hubs: Scale our existing Customer Reference Program, manage the team to optimize our customer advocate database and systems; and build new workflows and channels to identify, recruit, track, and enable advocates to share their stories via reviews, reference calls, referrals, and content, and partner with Sales, Product, and Marketing to drive reference program adoption and impact.
• Support key customer references needs for priority GTM initiatives: Identify and match key customer stories with priority opportunities such as speaking engagements at our customer conference, press, events, and product partnerships to enable Marketing, Product, and Sales. 
• Develop our first community and loyalty programs: Work with high-level administrators across Customer Success, Marketing, and Product to develop initial customer communities and find new ways to engage and reward advocates at scale.
• Concept and execute new programs and campaigns to meet the needs of the business: Spearhead and execute various new programs and campaigns to support Customer Success and GTM teams to meet the evolving needs of the business.
• Mature team processes and drive a consistent operating model: Work with cross-functional managers/directors and the team to develop consistent team processes and grow and iterate on the team’s operating model to scale globally.
• Drive cross-functional alignment and communication: Proactively and collaboratively, drive cross-functional alignment across the company, including Customer Outcomes and Product, to drive a cohesive customer experience, share learnings, and