Sr. Manager Customer Success

About the role:

Samsara’s Customer Success team ensures our customers adopt our platform realize measurable business value and renew and expand with confidence. As Senior Manager on the US Scale Customer Success team you will lead a team responsible for a high-volume portfolio of mid-market customers in the private sector. 

This is not a traditional CS leadership role. It is a builder role with an explicit mandate to transform how Samsara engages customers at scale. You will own segmentation strategy coverage design and digital automated lifecycle & AI-driven engagement programs supported by targeted high-impact human interactions — while holding accountability for renewal outcomes.

You will set the standard for what great Scale CS looks like and personally step in when customers or situations demand it. The expectation is not just to run the team well — it is to make it fundamentally better.

This is a remote position open to candidates residing in Canada or the US excluding the SF Bay Metro NYC Metro and Washington DC Metro.

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.

In this role you will: 

• Segmentation strategy: determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector
• Renewal outcomes: drive retention as the primary lens for every operating decision not a reporting exercise
• Expansion collaboration: partner with Sales to drive growth within accounts
• Product adoption: work with CSMs to drive breadth and depth of product adoption 
• People leadership: hire develop and manage a team of CSMs each managing portfolios of 100+ accounts
• Productivity and efficiency: drive measurable output per CSM through AI automation digital programs lifecycle workflows and smart tooling integrations
• AI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
• Risk management: identify and mitigate risk at scale using data-driven insights
• Cross-functional leadership: partner with Sales RevOps Marketing Product and Business Technology to increase team productivity and improve customer experience
• Escalation leadership: step into critical customer situations personally and providing leadership coverage when it matters balancing strategic oversight with hands-on resolution
• Automatically included - do not run through Bias Decoder:
• All Roles: 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
• People Manager Roles: Hire develop and lead an inclusive engaged and high performing team

Minimum requirements for the role:

• 6+ years of experience in Customer Success or Account Management 
• 4+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts each
• Demonstrated experience building or significantly redesigning a scale tech-touch or digital CS model with measurable retention or expansion outcomes
• Demonstrated ownership or significant influence over retention and expansion outcomes
• Strong analytical capability; comfortable using data to drive prioritization segmentation and performance management.
• Proven ability to lead through ambiguity organizational change and fast growth in a high-volume environment
• Bachelor’s degree from a 4-year accredited institution

An ideal candidate also has:

• Experience at a SaaS company with a hardware or IoT component
• Experience integrating AI into CS workflows to drive measurable team productivity
• Advanced proficiency with Gainsight (or similar customer success platforms)
• Experience partnering closely with Sales on expansion and account strategy

What We Do

Samsara (NYSE: IOT) is the pioneer of the Connected Operations® Platform which is an open platform that connects the people devices and systems of some of the world’s most complex operations allowing them to develop actionable insights and improve their operations. With tens of thousands of customers across North America and Europe Samsara is a proud technology partner to the people who keep our global economy running including the world’s leading organizations across industries in transportation construction wholesale and retail trade field services logistics manufacturing utilities and energy government healthcare and education food and beverage and others. The company's mission is to increase the safety efficiency and sustainability of the operations that power the global economy.

Why Work With Us

Do the most meaningful work of your career—saving lives keeping communities running and transforming the industries that power the global economy. At Samsara we build AI-powered technology for the people who keep the world running—making essential work safer smarter and more sustainable.

Gallery