Manager II, Customer Success

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 not a traditional CS leadership role. It 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 the playbooks, building & improving digital, automated, lifecycle & 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. The expectation is not just to run the team well — it is to make it fundamentally better.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will own: 

• 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, not a reporting exercise
• 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, balancing strategic oversight with hands-on resolution

Minimum requirements for the role:

• 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

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)
• Experience partnering closely with Sales on expansion and account strategy