Sr. Manager, Customer Success
AI summary of the role
Senior Manager leading the US Scale Customer Success team at Samsara, responsible for a high-volume portfolio of mid-market private sector customers.
What you’ll do
- Own segmentation strategy and coverage design for a high-volume mid-market portfolio
- Drive retention and renewal outcomes as the primary operating lens
- Partner with Sales to drive expansion within accounts
- Hire, develop, and manage a team of CSMs each managing 100+ accounts
What you’ll bring
- 6+ years of experience in Customer Success or Account Management
- 4+ years of direct people management experience leading CSMs with portfolios of 100+ accounts each
- Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model
- Strong analytical capability using data to drive prioritization and segmentation
Technologies
Gainsight · IoT · AI · automation · digital programs · lifecycle workflows · Video-Based Safety · Vehicle Telematics · Connected Operations Cloud
About Samsara
Connects fleets, equipment, sites, and frontline teams through IoT devices, software workflows, and AI for physical operations.
Public · 2000–5000 people
Source and classification
Deployment team leadership · Evidence for this classification:
Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 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
More from the job description
Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 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 [... source excerpt omitted ...] esign, 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 truc [... source excerpt omitted ...] 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 archit
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