Manager II, Customer Success

Samsara's Customer Success team ensures customers adopt the platform, realize measurable business value, and renew and expand with confidence. As Manager II on the US Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market and large commercial customers in the private sector. This is a builder role for a leader who drives renewal outcomes by making their team more effective through better programs, cleaner signals, smarter automation, and sharper coaching. You will own the engagement model for your team: building playbooks, building and improving digital, automated, lifecycle and AI-driven engagement programs, and coaching CSMs from activity-based to outcome-based work. You will set the standard for what great Scale CS looks like, and personally step in when customers or situations demand it.

• Segmentation strategy: 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
• Renewal outcomes: drive retention as the primary lens for every operating decision
• Expansion collaboration: partner with Sales to drive growth within accounts
• Product adoption: work with CSMs to drive breadth and depth of product adoption
• People leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts
• Productivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations
• AI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
• Risk management: identify and mitigate risk at scale using data-driven insights
• Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience
• Escalation leadership: step into critical customer situations personally and providing leadership coverage when it matters

• 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

Annual on-target earnings (OTE) range for full-time employees is $125,902—$169,280 USD, depending on city of residence. Samsara offers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles). Benefits include a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

Apply through the Samsara careers page for this role. Samsara uses Tofu, a fraud detection tool, to validate the authenticity of applications. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. Samsara does not charge fees to applicants at any stage of the hiring process.