Description
Samsara's Customer Success team ensures customers adopt the platform, realize measurable business value, and renew and expand with confidence. As Manager II on the US Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market and large commercial customers in the private sector.
Responsibilities:
- Determine customer segmentation into service tiers and engagement models
- Drive renewal outcomes and retention
- 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, and digital programs
- Champion experimentation and adoption of AI-powered workflows and tools
- Identify and mitigate risk at scale using data-driven insights
- Partner with cross-functional teams to increase team productivity and improve customer experience
- Step into critical customer situations personally and provide leadership coverage
Requirements:
- 5+ years of experience in Customer Success or Account Management
- 2+ 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 and comfort 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
Nice to have:
- Experience at a SaaS company with a hardware or IoT component
- Experience integrating AI into CS workflows
- Advanced proficiency with Gainsight or similar customer success platforms
- Experience partnering closely with Sales on expansion and account strategy