Manager, Scaled Customer Success

About the role:

The Enterprise Customer Success team ensures Samsara’s enterprise customers adopt our solutions and continuously derive business value from our products. We serve as the trusted point of contact for our enterprise customers throughout their lifecycle, from onboarding and adoption to advocacy and renewal.
As the manager of the Enterprise CSM team, you will enhance our Customer Success engagement motions, provide targeted coaching for each team member, and foster an inspiring and dynamic team culture. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers.

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro.

This position requires working hours in the Central or Eastern time zones.

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 truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, 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 architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will:

• 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.

Minimum requirements for the role:

• 3+ years as an individual contributor within senior Customer Success, account management, or strategic consulting roles.
• 1+ years in a people manager or leadership role preferred.
• 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​.

An ideal candidate also has:

• 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.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

$109,480$147,200 USD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

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. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click hereif you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.