Note: The job is a remote job and is open to candidates in USA. Samsara is hiring a Senior Manager to lead its US Scale Customer Success team serving a high-volume portfolio of mid-market private-sector customers. The role focuses on transforming customer engagement at scale, driving adoption, retention, and expansion, and leading CSMs through segmentation, automation, and AI-driven programs.
Responsibilities
- 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
Skills
- 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
- 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
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health plans
- Parental leave plans
Company Overview