Manager, Customer Success EMEA Scale

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

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. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

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 we continue scaling across EMEA, we are evolving our engagement model to serve mid-market and digital customers through a portfolio-based, tech-enabled approach.

As Manager of the EMEA Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market customers. You will design and optimize scalable engagement strategies that blend digital programs, automation, and targeted high-impact human interactions.

This is not a traditional enterprise CS leadership role. It is a builder role for a leader who thrives on creating systems, driving commercial outcomes, and improving productivity at scale.

You will own retention and value realization across your segment, while developing a high-performing, inclusive team that delivers measurable business impact.

What You’ll Own

• Outcome metrics related to onboarding, time-to-value, retention and expansion across a large portfolio of Midmarket and SMB accounts


• Segmentation, coverage model design, and portfolio strategy


• Risk identification and mitigation at scale using data-driven insights.


• Expansion collaboration with Sales to drive growth within accounts.


• Productivity improvements through automation, AI, and digital engagement programs.


• Performance management, coaching, and career development of a team of Scale CSMs.

In This Role, You Will

• Lead, coach, and develop a high-performing team managing portfolios of 75–150+ accounts per CSM.


• Define and continuously optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion.


• Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health, risk, and opportunity signals.


• Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology to align customer insights with go-to-market execution.


• Drive digital programs and lifecycle campaigns to increase engagement while improving CSM efficiency.


• Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity.


• Step into critical customer situations and escalations when needed, balancing strategic oversight with hands-on leadership.


• Foster an inclusive, high-accountability team culture aligned to Samsara’s principles:
  
  
  
  • Focus on Customer Success
  
  
  • Build for the Long Term
  
  
  • Adopt a Growth Mindset
  
  
  • Be Inclusive
  
  
  • Win as a Team
  
  
  
  


• Improved onboarding time-to-value across the Scale portfolio.


• Increased GRR and NRR in the EMEA mid-market segment.


• Clear segmentation and engagement model operating effectively.


• Measurable productivity gains through digital programs and AI-enabled workflows.


• Strong team engagement, retention, and internal talent development.


• Improved visibility into risk and expansion signals through structured reporting and dashboards.

You Should Apply If

• You are energized by building scalable systems rather than managing a small number of high-touch accounts.


• You combine customer empathy with strong commercial discipline.


• You thrive in ambiguity and enjoy bringing structure to fast-growing environments.


• You are excited about leveraging technology, automation, and AI to transform how Customer Success operates.


• You want to impact industries that power the global economy — from transportation and logistics to utilities and public services.

Minimum Requirements

• 5+ years of experience in Customer Success or similar function within a SaaS environment.


• 2+ years of people management experience leading CSMs or similar customer-facing roles.


• Experience in mid-market, tech-touch, digital, or scaled Customer Success models.


• Demonstrated ownership or significant influence over retention and expansion outcomes.


• Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.


• Experience building or optimizing scalable engagement playbooks and workflows.


• Proven ability to lead through change in fast-paced, high-growth environments.


• Bachelor’s degree from a 4-year accredited institution.

Ideal Experience

• Business fluency in French, Dutch or German


• Led teams where each CSM managed 100+ accounts.


• Experience integrating AI or automation into CS workflows to drive measurable productivity improvements.


• Experience with Gainsight or similar customer success platforms.


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


• Experience operating across multiple countries or within EMEA markets.