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Salary: USD 125,902 - 190,440 / annual
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations—agriculture, construction, field services, transportation, and manufacturing—to harness IoT data for actionable insights. The company helps improve safety, efficiency, and sustainability across industries representing over 40% of global GDP.
As Manager II on the US Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market and large commercial customers. This is a builder role focused on driving renewal outcomes by making your team more effective through better programs, cleaner signals, smarter automation, and sharper coaching. You will own the engagement model for your team: building playbooks, improving digital and automated lifecycle programs, and coaching CSMs from activity-based to outcome-based work.
Key responsibilities include:
- Segmentation strategy: determine customer segmentation into service tiers and engagement models blending targeted human interactions with scalable programs for mid-market accounts
- Renewal outcomes: drive retention as the primary lens for every operating decision
- 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 100+ account portfolios
- Productivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, and smart tooling integrations
- AI-forward: champion experimentation and adoption of AI-powered workflows 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
- Escalation leadership: step into critical customer situations personally and provide leadership coverage when needed
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 but to make it fundamentally better.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
REQUIREMENTS:
Minimum:
- 5+ years of experience in Customer Success or Account Management
- 2+ years of direct people management experience leading CSMs or similar customer-facing roles with portfolios of 100+ accounts each
- Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs 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
Ideal:
- 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
