Note: The job is a remote job and is open to candidates in USA. Samsara is the pioneer of the Connected Operations™ Cloud, enabling organizations to harness IoT data for actionable insights. As a Manager II on the Customer Success team, you will lead a team focused on ensuring customer adoption, driving retention, and enhancing productivity through innovative engagement models and effective coaching.
Responsibilities
- 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
- Drive retention as the primary lens for every operating decision, not a reporting exercise
- Partner with Sales to drive growth within accounts
- Work with CSMs to drive breadth and depth of product adoption
- Hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts
- Drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations
- Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
- Identify and mitigate risk at scale using data-driven insights
- Partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience
- Step into critical customer situations personally and providing leadership coverage when it matters, balancing strategic oversight with hands-on resolution
- 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
- Hire, develop, coach and lead an inclusive, engaged, and high performing team
Skills
- 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 a portfolio 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
- 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
Benefits
- Base salary
- Performance-based bonus/variable pay
- Equity (for eligible roles)
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Flexible working model
- Remote work where it aligns with our operational requirements
- Reasonable accommodations throughout the recruiting process
Company Overview