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Senior Customer Lifecycle Marketing Manager - Expansion

Samsara

Samsara

Marketing & Communications, Customer Service
United States · Remote
Posted on Thursday, July 11, 2024

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, Equipment Monitoring, and Site Visibility. 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:

We are seeking a highly motivated, results-driven, creative Senior Customer Lifecycle Marketing Manager to take our customer lifecycle program and expansion initiatives to the next level. This is a highly collaborative role that is part of our wider cross-functional Customer Lifecycle team. This person would be responsible for a program that is mission-critical to Samsara’s long-term growth – ensuring customer retention, product adoption, loyalty & advocacy, expansion, and renewal across our expanding customer base.

This role is open to candidates residing in the US except the San Francisco Bay Area (125 mi. radius from 1 De Haro St, San Francisco) and NYC Metro Area (50 mi. radius from 131 W 55th St, New York).

You should apply if:

  • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
  • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
  • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

In this role, you will:

  • Run a customer lifecycle program with operational excellence: Collaborate and partner with Marketing Operations, Customer Outcomes, and Sales to ideate creative expansion and renewal campaigns and build infrastructure, digital lifecycle journeys, processes, and reporting necessary to support the near-perfect movement of thousands of customers through their Samsara lifecycle journey. Ensure the reliability and tracking of end-to-end customer progress through the funnel from onboarding, product adoption, and expansion, to advocacy and renewal.
  • Optimize current lifecycle journeys through experimentation and data: Identify opportunities and improve the effectiveness of lifecycle touchpoints and journeys through key levers including better content, more sophisticated customer audience customization, better delivery methods (multi-channel expansion such as SMS text, in product, etc.) to maximize customer conversion through the funnel.
  • Own end-to-end creation, maintenance, and documentation of lifecycle content and automated journeys: Own and evolve lifecycle communication strategy, content, and execution – drafting and designing ‘no fluff’ emails / SMS text, getting stakeholder and customer feedback, and building and iterating in Iterable to improve journey success metrics. Be the master documentation owner of Samsara’s customer lifecycle program to ensure partners and stakeholders have full visibility into the existing lifecycle and its evolution.
  • Develop lifecycle content roadmap and pioneer new journeys based on company need: Leverage a deep understanding of our end-customers and partner with stakeholders across the business to evaluate, spec, and build new journeys to creatively engage expansion for new geographies (international), new products, and more to meet business needs.
  • Measure campaign and program effectiveness: Partner with Marketing Operations and Analytics to drive a best-in-class reporting practice to drive a near-live view of journey funnel performance to inform continuous improvement on lifecycle journeys.
  • Drive cross-functional alignment and communication: Act as a liaison for stakeholders across the company, including Customer Outcomes, Product, and Sales, to drive a cohesive customer experience, share learnings, and ensure smooth change management.
  • 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 the role:

  • 5-7+ years of experience in lifecycle marketing, customer marketing, and/or digital customer retention or expansion/nurture programs in a B2B SaaS environment.
  • History of successfully launching end-to-end lifecycle programs across multiple channels and experience investing in the right levers to drive outsized results in areas like customer retention, product adoption, customer loyalty & advocacy, and expansion.
  • Outstanding project management and organizational skills with an ability to prioritize effectively amidst many moving pieces and complete tasks with high quality and on deadline; often viewed as a strategic “operator” by peers and management.
  • Deploys curiosity at every opportunity to become an expert on the customer – understanding their behaviors, motivations, blockers, and goals and weaves this into decision-making and execution.
  • Excellent copywriting and creative skill sets, with the ability to deliver strong ‘no fluff’ content.
  • Outstanding business judgment and a deep love for data-based decision-making & experimentation.
  • Strong written and verbal communication.
  • Cross-functional collaborator with strong listening skills rooted in empathy to develop authentic relationships.

An ideal candidate also has:

  • Track record of building and managing programs with sophisticated planning/road mapping skillset and a lover of documentation.
  • Experience using Iterable or another ESP.
  • Email coding experience (HTML/CSS) is a plus.

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$110,968$167,850 USD

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. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

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.

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.

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’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.