Sr. Manager, Customer Success

Samsara is hiring a Senior Manager for its US Scale Customer Success team. You will lead a team of CSMs who each manage portfolios of more than 100 mid-market accounts in the private sector. This is a builder role: you own segmentation strategy, coverage design, and digital, automated, lifecycle and AI-driven engagement programs, and you are accountable for renewal outcomes.

This is a remote position open to candidates in Canada or the US, excluding the SF Bay Metro, NYC Metro, and Washington DC Metro.

What you will do

• Determine customer segmentation into service tiers and engagement models that blend targeted human interactions with scalable programs for a high-volume portfolio of mid-market US private sector accounts.
• 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 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 provide leadership coverage when it matters, balancing strategic oversight with hands-on resolution.

What they are looking for

• 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.

An ideal candidate also has 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, and experience partnering closely with Sales on expansion and account strategy.

Pay and benefits

The annual on-target earnings range for full-time employees in this position is $142,800 to $229,500 USD, depending on your city of residence. The compensation program combines base salary, performance-based bonus or variable pay, and equity for eligible roles. Samsara also offers a flexible, employee-led remote model, a professional development stipend, and health and parental leave plans.

About Samsara

Samsara (NYSE: IOT) builds the Connected Operations Cloud, a platform that lets organizations depending on physical operations use IoT data to develop insights and improve their operations. The company works with industries including agriculture, construction, field services, transportation, and manufacturing. Its product solutions include Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. Samsara is a recently public company.

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. 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.