Sr. Manager, Customer Success

Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve their operations. As a Senior Manager on the Customer Success team, you will lead a team responsible for engaging mid-market customers and driving product adoption while focusing on retention and expansion strategies.

Responsibilities:

• Determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector
• Drive retention as the primary lens for every operating decision, not a reporting exercise
• 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, each managing portfolios of 100+ accounts
• Drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations
• Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
• 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 providing leadership coverage when it matters, balancing strategic oversight with hands-on resolution

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 with a portfolio of 100+ accounts each
• Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model with measurable retention or expansion outcomes
• Demonstrated ownership or significant influence over retention and expansion outcomes
• 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
• Experience at a SaaS company with a hardware or IoT component
• Experience integrating AI into CS workflows to drive measurable team productivity
• Advanced proficiency with Gainsight (or similar customer success platforms)
• Experience partnering closely with Sales on expansion and account strategy