Manager II, Customer Success

Summary

Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Manager II on the Customer Success team will lead efforts to ensure customer adoption and retention, driving renewal outcomes and enhancing team effectiveness through innovative engagement strategies and coaching.

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
• 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

Skills

• 5+ years of experience in Customer Success or Account Management
• 2+ 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 for pooled CSMs 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
• 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

Qualifications

Must Haves

• 5+ years of experience in Customer Success or Account Management
• 2+ 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 for pooled CSMs 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

Nice to Haves

• 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

Benefits

• Performance-based bonus/variable pay
• Equity (for eligible roles)
• A flexible, employee-led remote model
• A professional development stipend
• Comprehensive health and parental leave plans
• Flexible working model
• Offices are open for those who prefer to work in-person
• Support remote work where it aligns with our operational requirements
• Reasonable accommodations throughout the recruiting process