About the Position

Manager II, Customer Success

Remote - US

Samsara's Mission

Improve the safety, efficiency, and sustainability of the operations that power the global economy.

Who We Are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations to harness Internet of Things (IoT) data to improve their operations. We are helping to digitally transform industries such as agriculture, construction, field services, transportation, and manufacturing.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring.

About the Role

Samsara’s Customer Success team ensures our customers adopt our 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, smarter automation, and sharper coaching. You will own the engagement model for your team, building playbooks, improving digital, automated, lifecycle & AI-driven engagement programs, and coaching CSMs from activity-based to outcome-based work.

Responsibilities

Segmentation Strategy: Determine customer segmentation into service tiers and engagement models 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.

Requirements

Minimum: 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.
Preferred: Experience at a SaaS company with a hardware or IoT component, experience integrating AI into CS workflows, advanced proficiency with Gainsight, experience partnering closely with Sales on expansion and account strategy.

We Offer

Compensation: Annual Base Salary: $109,480-$147,200 USD.
Total Rewards: Performance-based bonus/variable pay, equity (for eligible roles), comprehensive health and parental leave plans, professional development stipend, and more.
Flexible Working: Embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements.
Belonging at Samsara: We welcome everyone regardless of their background. 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.

About the Company

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.

Manager II, Customer Success

Job description