Sr Systems Analyst - Customer Success

About the role:

Samsara’s Customer Success Operations team builds the systems and processes that power the customer journey—from onboarding to renewal. As a Systems Analyst & Administrator – Customer Success, you’ll play a critical role in delivering scalable, reliable technology that helps our global Customer Success organization provide an exceptional customer experience.

This role is both hands-on and strategic. You’ll own Gainsight administration and collaborate across our broader post-sales tech stack—including Certinia (FinancialForce), Salesforce, Gong, and Matik—to design and maintain the systems that drive efficiency, insight, and growth. Beyond execution, you’ll apply critical thinking to ensure every build aligns to broader Customer Success objectives, balancing immediate delivery needs with long-term architecture and process scalability.

You’ll thrive here if you love combining system expertise, structured delivery, and collaborative problem-solving to make the customer experience better every day.

This role is open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

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 when solving complex problems. You’re comfortable diving deep into data, systems, and processes to identify scalable, elegant solutions that improve how teams work.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you keep stakeholders aligned through crisp updates, identify risks early, and translate technical concepts into plain language.
• You are energized by collaboration. You work closely with partners across Customer Success, Operations, Systems, and Data to prioritize, estimate, and deliver work that matters.
• You believe in building a solid foundation and continuous improvement. You see process and technical discipline as enablers of quality and trust.
• 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.

In this role, you will:

• Own and evolve the Customer Success technology ecosystem — with primary focus on Gainsight, and strong collaboration across Certinia, Salesforce, Gong, Matik, and automation platforms such as Zapier or Workato. Be hands-on with all aspects of these systems, including:
• Designing business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers. This includes: CTAs, Success Plans, Scorecards, Playbooks, Programs, and automated rules.
• Maintaining responsibility for integration builds and maintenance.Managing deployments of new technology or processes to production.
• Translate business needs into scalable technical solutions that align with Samsara’s Customer Success strategy and sprint delivery framework.
• Partner cross-functionally with CS Operations, GTM Systems, and Data teams to gather requirements, document use cases, and maintain reliable integrations and data flows.
• Apply Agile delivery practices — estimate and break down work into sprint-sized deliverables, track progress in JIRA, and participate actively in backlog grooming, sprint planning, and retrospectives.
• Proactively manage workload and communication — update stakeholders on timelines, risks, and trade-offs; raise blockers early; and maintain transparent documentation.
• Champion data quality and governance, partnering with Core Ops and Analytics to maintain data accuracy and ensure consistent reporting across systems.
• Contribute to continuous improvement of CS Ops processes, templates, and sprint execution by applying Samsara’s operating principles: Work with urgency, Keep a high bar, Be intellectually honest, and Solve problems together

Minimum requirements for this role:

• 4+ years administering Gainsight or equivalent Customer Success platforms (Totango, ChurnZero, Salesforce Success Cloud).
• Proven experience supporting or optimizing Customer Success, Renewals, or Post-Sales operations in a SaaS environment.
• Demonstrated ability to analyze requests critically and guide stakeholders toward scalable, standards-aligned solutions.
• Experience working in Agile or sprint-based environments, using tools such as JIRA for workload management and delivery tracking.
• Strong communication skills — written and verbal — with ability to explain complex systems concepts clearly to non-technical stakeholders.
• Experience managing data integrations (e.g., Gainsight <-> Salesforce or Databricks) and automation tools such as Workato or Zapier.
• Excellent organizational skills, attention to detail, and ability to balance tactical execution with longer-term system thinking.

An ideal candidate also has:

• Experience with Certinia (FinancialForce) administration or similar PSA systems.
• Familiarity with Gong, Matik, or other post-sales tools.
• Experience working within a structured Customer Success Operations or Systems organization.
• Strong documentation habits using Confluence or similar tools.
• Demonstrated ability to balance short-term execution with long-term system scalability.
• A passion for improving processes and building systems that empower teams to focus on customer outcomes.