Description
Samsara's Customer Success team ensures customers adopt the 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.
Responsibilities:
- Determine customer segmentation into service tiers and engagement models
- Drive retention as the primary lens for every operating decision
- 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
- Drive measurable output per CSM through AI, automation, digital programs, and smart tooling integrations
- Champion experimentation and adoption of AI-powered workflows and tools
- 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 provide leadership coverage when necessary
Requirements:
- 6+ years of experience in Customer Success or Account Management
- 4+ years of direct people management experience leading CSMs or similar customer-facing roles
- Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model
- 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
Benefits:
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity