Manager, Customer Success EMEA Scale

Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Manager of the EMEA Scale Customer Success team will lead a team responsible for a high-volume portfolio of mid-market customers, focusing on scalable engagement strategies and driving commercial outcomes.

Responsibilities:

• Outcome metrics related to onboarding, time-to-value, retention and expansion across a large portfolio of Midmarket and SMB accounts
• Segmentation, coverage model design, and portfolio strategy
• Risk identification and mitigation at scale using data-driven insights
• Expansion collaboration with Sales to drive growth within accounts
• Productivity improvements through automation, AI, and digital engagement programs
• Performance management, coaching, and career development of a team of Scale CSMs
• 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