• Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions • Monitor multiple queues simultaneously — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift • Interpret travel advisories and coordinate workflows that process high volumes of schedule changes driven by disruptions or disasters • Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to gather the information needed to resolve escalated concerns • Service complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR • Support Hopper-specific products like Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios • Go beyond the playbook when needed — if a customer needs something you haven't handled before, you find a way

• Drive customer success by ensuring our clients enhance the safety, efficiency, and sustainability of their operations with our IoT platform. • Collaborate with customers to develop success plans, identify objectives, define metrics, and overcome barriers to business value realization. • Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests. • Facilitate executive business reviews to align on goals and celebrate successes with customers and Samsara leadership. • Conduct workshops to understand customer operations, recommend workflow enhancements, and maximize the value of Samsara products. • Develop a deep understanding of the Samsara platform's capabilities and effectively communicate them to diverse businesses across various industries. • Partner with cross-functional teams to address customer requests and drive progress on customer initiatives. • Serve as a mentor to the wider Customer Success team, championing Samsara's cultural principles.

• Develop, deploy, and manage complex, trigger-based customer journeys and automated workflows within HubSpot to deliver tailored, 1:1 customer experiences. • Treat AI as a core part of how the work gets done. Use AI to draft, personalize, segment, summarize, QA workflows, and surface insights more quickly than any team could manually. Pilot AI agents inside lifecycle touchpoints, evaluate new HubSpot AI features as they release, and bring back what proves valuable. The measure is not whether you used AI, but how much speed and quality it unlocked across your work. • Act as the steward for HubSpot data integrity. Implement automated data-cleaning processes, manage deduplication, oversee list hygiene, and manage the Salesforce/CRM integration sync and field mappings. • Maintain adherence to communication regulations (TCPA, CAN-SPAM) and champion email/SMS deliverability and sender reputation best practices. • Turn campaign performance into intelligence the business can act on. Build KPI reports that teams actually use. Surface meaningful trends early. Translate performance data into clear recommendations a leader can move on with confidence. The bar here is not reporting — it is intelligence that changes decisions.

• Develop, deploy, and manage complex, trigger-based customer journeys and automated workflows within HubSpot to deliver tailored, 1:1 customer experiences. • Treat AI as a core part of how the work gets done. Use AI to draft, personalize, segment, summarize, QA workflows, and surface insights more quickly than any team could manually. Pilot AI agents inside lifecycle touchpoints, evaluate new HubSpot AI features as they release, and bring back what proves valuable. The measure is not whether you used AI, but how much speed and quality it unlocked across your work. • Act as the steward for HubSpot data integrity. Implement automated data-cleaning processes, manage deduplication, oversee list hygiene, and manage the Salesforce/CRM integration sync and field mappings. • Maintain adherence to communication regulations (TCPA, CAN-SPAM) and champion email/SMS deliverability and sender reputation best practices. • Turn campaign performance into intelligence the business can act on. Build KPI reports that teams actually use. Surface meaningful trends early. Translate performance data into clear recommendations a leader can move on with confidence. The bar here is not reporting — it is intelligence that changes decisions.