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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations—agriculture, construction, field services, transportation, manufacturing—to harness IoT data for actionable insights and operational improvement. The company helps digitally transform industries representing over 40% of global GDP.
As Senior Manager of Customer Success, you will lead a team responsible for a high-volume portfolio of mid-market customers in the US private sector. This 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, and AI-driven engagement programs supported by targeted high-impact human interactions, while holding accountability for renewal outcomes.
Key responsibilities include: determining customer segmentation into service tiers and engagement models that blend targeted human interactions with scalable programs; driving retention as the primary lens for every operating decision; partnering with Sales to drive account growth; working with CSMs to drive product adoption breadth and depth; hiring, developing, and managing a team of CSMs each managing 100+ account portfolios; driving measurable output per CSM through AI, automation, digital programs, and smart tooling; championing AI-powered workflows and tools; identifying and mitigating risk at scale using data-driven insights; and partnering cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology.
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 role offers autonomy and support within a recently public company, with opportunities to master your craft in a hyper-growth environment.
