SambaSafety

Customer Success Manager

• 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.

Customer Success Manager – Workforce

Sales Development Rep

• Serve as the first-line leader and mentor to the SDR team.
• Provide daily support, guidance, and coaching to help team members improve outreach quality, messaging, efficiency, and productivity.
• Conduct call reviews, email reviews, and performance feedback sessions.
• Support new hire onboarding by training on tools, workflows, product knowledge, and prospecting best practices.
• Foster a positive, high-energy team culture that aligns with company values.
• Train SDRs on core skills: cold calling, email writing, sequencing, objection handling, and personalization.
• Maintain and update training materials and SDR playbooks as needed.
• Partner with management and enablement to refine ongoing learning initiatives.
• Help strengthen product and industry knowledge across the SDR team.
• Track daily/weekly team performance metrics including: Activity volume (calls, emails, sequences) Conversion rates (connects, meetings set, show rates) Pipeline influenced.
• Prepare and deliver clear performance reports to SDR leadership and Sales Leadership.
• Identify gaps and recommend action plans to improve results.
• Ensure the team adheres to SLAs, process consistency, and CRM data hygiene.
• Maintain a partial individual quota by performing outbound prospecting and setting qualified meetings.
• Partner with account executives to ensure high-quality handoffs.
• Stay sharp on prospecting techniques to lead by example.
• Work closely with Sales, Marketing, and Enablement to improve lead quality, messaging, and campaign execution.
• Provide feedback on market response, objections, and trends.
• Help optimize sequences, talk tracks, and ICP/personalization strategies.

Customer Success Manager – Workforce

Team Lead – Sales Development Representative