Manager, Customer Success - Learning and Development

About the role:

Samsara is looking for an experienced Learning & Development leader for the Global Customer Success organization. The Manager of Learning & Development will build, manage, and continuously improve the Learning & Development program end-to-end to ensure the organization’s employees are effectively onboarded, continuously learn & develop new skills, have access to knowledge management materials, and support the enablement of our largest strategic initiatives. Ultimately, the intent of the L&D department is to empower employees' growth and develop their knowledge, skills, and capabilities to drive better business performance.

The ideal candidate has expertise in learning & development operations for customer success teams, has experience managing at a global scale, and has demonstrated ability to measure and enhance the employee experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big. The role reports to the Director of Customer Success Operations. 

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Drive the Customer Success employee onboarding process: measure and improve the effectiveness and quality of the employee onboarding process to ensure new hires have a positive experience and have a quick time to value. 
• Develop and lead the ongoing learning & development journey: build an employee continuous learning journey to build both soft and hard skills that builds upon itself and accelerates an employee’s career trajectory.
• Define the knowledge management strategy and manage all knowledge materials: define the knowledge management SOP and templates, monitor accuracy of process and policy documents, and strategize improvements for low utilization documents.
• Define learning & development SOPs and best practices: build the L&D organization from the ground up utilizing on L&D industry best practices across SOPs, templates, KPIs, and org structure.
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• 10+ years related professional experience
• 3+ years people management experience, with strong track record of hiring and developing top talent
• Experience with learning & development organizations, owning onboarding, performance management, enablement, and/or knowledge management 
• Strong program management skills, including cross-functional leadership and data-driven decision-making
• Excellent written and verbal communication skills

An ideal candidate also has:

• Experience with customer success organizations