Manager Scaled Customer Success

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as an Enterprise Customer Success Manager and help shape the future of physical operations. You will lead a team of Customer Success Managers, ensuring enterprise customers adopt Samsara's solutions and derive continuous business value. This role requires strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers. You will be responsible for defining and building long-term strategies to drive value realization and risk management at scale, meeting and exceeding KPI targets, building and optimizing standardized playbooks, directly supporting the CSM team with critical customer engagements, and championing Samsara's cultural principles. This role offers the opportunity to impact industries that run our world, solve complex problems, build relationships, and architect your own career in a hyper-growth environment.

Requirements

• 3+ years as an individual contributor within senior Customer Success, account management, or strategic consulting roles
• Bachelor's degree from a 4-year accredited institution
• Demonstrated experience in guiding enterprise customers through a structured value realization process to achieve measurable business outcomes, utilizing a defined engagement methodology
• Leadership presence across in-person, video, and written communication channels
• Strong track record in building trust and communicating effectively with a diverse group of stakeholders, including executives, Product and Engineering leadership, and customers
• Experience supporting or working with technical products
• Solutions-oriented with strong problem-solving skills
• Demonstrated ability to take initiative and thrive in a fast-paced, change-heavy environment
• Passion for exceeding customer expectations and providing exceptional service
• Ability to handle customer issues with diplomacy, tact, and poise under pressure
• Strong bias for action, ability to think big, and insistence on high standards
• Proven experience in mentoring and retaining talent
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives​

Responsibilities

• Ensure ongoing success and value realization for Samsara’s Scale Customers
• Define and build long-term strategies to drive value realization and risk management at scale
• Meet and exceed KPI targets for risk mitigation, value management, and business review
• Build and optimize standardized playbooks covering onboarding, adoption, expansion, and renewal
• Directly support the CSM team with critical customer engagements and customer escalations driving effective resolutions
• Lead from the front with a willingness to get your hands dirty
• 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

Preferred Qualifications

• 1+ years in a people manager or leadership role preferred
• Experience with Enterprise SaaS preferred
• Led a team where each team member managed a portfolio of 50+ accounts
• Experience with “Tech Tech”, Scale, or Digital Customer Success programs
• Experience Integrating AI/automation into customer success workflows to drive team members' productivity gains
• Experience using Gainsight

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more