# Manager I, Customer Success Manager

**Company**: Samsara
**Location**: Remote - Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $134,172.50-$173,635
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/samsara/jobs/8068523?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8e716b96-d64

## Description

Samsara's Canada Scaled Customer Success team advises and guides its Scaled customer base, ensuring they implement and adopt Samsara, and continuously gain business value from its products.

As the manager of the Scaled Customer Success team, you will improve the team's motion, provide focused coaching for each team member, and establish an energizing team culture.

Responsibilities:

- Hire, onboard, and develop a high-performing team of ICs and CSMs covering the Canada (Mid-Market) segment.

- Manage individual performance and deliver results across team KPIs and org-level OKRs.

- Identify and implement process-improvement opportunities, such as systems efficiency gains and data-driven automation.

- Lead from the front with a willingness to get hands dirty.

Team Leadership & Performance:

- Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores).

- Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.

- Recognize and grow top talent; address underperformance quickly and fairly.

Digital Scale Program Ownership:

- Own and continuously improve the Digital Scale journey for Canada.

- Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach).

Customer Outcomes & Execution:

- Ensure the team drives measurable value for Commercial and Mid-Market customers through structured onboarding, adoption, expansion, and renewal motions.

- Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials.

Strategy, Process & Enablement:

- Translate company and CS strategy into a clear operating model for the Commercial and Mid-Market segment.

- Standardize and improve core processes across Canada.

- Use data and tooling to monitor performance, surface insights, and guide team decisions.

Cross-Functional Collaboration:

- Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders.

- Partner with Sales on account planning, expansion strategy, and commercial alignment.

Culture & Leadership:

- Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.

- Foster an environment of psychological safety, accountability, and continuous improvement.

Minimum requirements:

- 2+ years of experience managing a team.

- Experience implementing a scaled (low touch) onboarding or account management program.

- SaaS experience preferred.

- Experience with a customer success CRM such as Gainsight or Totango.

- Solutions-oriented with strong problem-solving skills.

- Comfort in a fast-paced, performance-based, and change-heavy environment.

## Skills

### Required
- customer success
- team management
- problem-solving
- data analysis
- CRM

### Nice to have
- SaaS
- Gainsight
- Totango

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/samsara/jobs/8068523?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)