Lead, coach, and develop a high-performing team managing portfolios of 75–150+ accounts per CSM
Define and continuously optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion
Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health, risk, and opportunity signals
Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology to align customer insights with go-to-market execution
Drive digital programs and lifecycle campaigns to increase engagement while improving CSM efficiency
Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity
Step into critical customer situations and escalations when needed, balancing strategic oversight with hands-on leadership
Foster an inclusive, high-accountability team culture aligned to Samsara’s principles
Improved onboarding time-to-value across the Scale portfolio
Increased GRR and NRR in the EMEA mid-market segment
Clear segmentation and engagement model operating effectively
Measurable productivity gains through digital programs and AI-enabled workflows
Strong team engagement, retention, and internal talent development
Improved visibility into risk and expansion signals through structured reporting and dashboards

5+ years of experience in Customer Success or similar function within a SaaS environment
2+ years of people management experience leading CSMs or similar customer-facing roles
Experience in mid-market, tech-touch, digital, or scaled Customer Success models
Demonstrated ownership or significant influence over retention and expansion outcomes
Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management
Experience building or optimizing scalable engagement playbooks and workflows
Proven ability to lead through change in fast-paced, high-growth environments
Bachelor’s degree from a 4-year accredited institution

Customer Success Manager, EMEA Scale

Key skills