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Samsara
Samsara
1,001 – 5,000 Employees
H1B Visa SponsorConstructionHealthcareLogistics
Samsara develops connected operations technology for organizations that manage vehicles, equipment, worksites, and mobile teams. Its platform brings together video-based safety, vehicle telematics, equipment monitoring, workforce applications, site visibility, GPS, asset tracking, compliance training, and real-time alerts so teams can coordinate operations and act on timely data. Samsara serves sectors including logistics, transportation, construction, healthcare, and government, with products designed to support safer, more efficient, and more sustainable day-to-day work. For job seekers, the company offers opportunities to contribute to technology used by complex, distributed organizations and operational teams.
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Customer Success Manager II, Scale Programs

Lead Samsara’s US Scale Customer Success team, shaping retention, renewals, expansion, and product adoption across a large customer portfolio. Build AI-enabled engagement programs and develop customer success managers.

USUnited States
$125,902 – $190,440 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
IoT

Description

  • Lead the US Scale Customer Success team for a high-volume portfolio of mid-market and large commercial customers.
  • Develop the team’s engagement model, playbooks, and digital, automated, lifecycle, and AI-enabled programs.
  • Coach customer success managers to focus on customer outcomes rather than activity.
  • Set the standard for Scale Customer Success and strengthen team effectiveness.
  • Segment customers into service tiers and define suitable engagement models.
  • Improve customer retention and renewal outcomes.
  • Work with Sales to expand customer accounts.
  • Help customer success managers deepen and broaden product adoption.
  • Hire, develop, and manage customer success managers responsible for portfolios of more than 100 accounts.
  • Increase productivity through AI, automation, digital programs, lifecycle workflows, and tool integrations.
  • Promote the use of AI-powered workflows and tools.
  • Use data insights to identify and reduce customer risk.
  • Collaborate with Sales, Revenue Operations, Marketing, Product, and Business Technology.
  • Lead critical customer escalations and provide leadership coverage.

Requirements

  • At least five years of experience in Customer Success or Account Management.
  • At least two years of direct people-management experience leading customer success managers or similar customer-facing teams, with each manager overseeing a portfolio of more than 100 accounts.
  • Experience building or substantially redesigning a scaled, tech-touch, or digital customer success model for pooled managers, with measurable retention or expansion results.
  • Have owned or significantly influenced customer retention and expansion outcomes.
  • Strong analytical skills, including using data for prioritization, segmentation, and performance management.
  • Ability to lead through ambiguity, organizational change, and rapid growth in a high-volume setting.
  • Experience at a SaaS company with a hardware or IoT component.
  • Experience integrating AI into customer success workflows to improve team productivity measurably.
  • Advanced proficiency with Gainsight or a similar customer success platform.
  • Experience partnering closely with Sales on account expansion and strategy.
  • Must live in the United States, outside the San Francisco Bay, New York City, and Washington, D.C. metro areas.

Benefits

  • Above-market total compensation with base salary, performance-based bonus or variable pay, and equity for eligible roles.
  • Flexible, employee-led remote work model.
  • Professional development stipend.
  • Comprehensive health plans.
  • Parental leave plans.
  • Remote, hybrid, or on-site work options where applicable.
  • Equal opportunity employment and reasonable accommodations.

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