Manager II, Customer Success

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:

The Customer Success team ensures Samsara’s enterprise customers adopt our solutions and continuously derive business value from our products. We serve as the trusted point of contact for our enterprise customers throughout their lifecycle, from onboarding and adoption to advocacy and renewal.

As the manager of the Scale CSM team, you will enhance our Customer Success engagement motions, provide targeted coaching for each team member, and foster an inspiring and dynamic team culture. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers.

This is a hybrid role open to candidates residing in Atlanta.

This position requires working hours in the Central or Eastern time zones.

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: 

• Ensure ongoing success and value realization for Samsara’s Scale Customers.


• Define and build long-term strategies to drive value realization and risk management at scale. 


• Meet and exceed KPI targets for risk mitigation, value management, and business review.


• Build and optimize standardized playbooks covering onboarding, adoption, expansion, and renewal. 


• Directly support the CSM team with critical customer engagements and customer escalations driving effective resolutions. 


• Lead from the front with a willingness to get your hands dirty.


• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.


• Hire, develop, coach and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role:

• 6+ years as an individual contributor within senior Customer Success, account management, or strategic consulting roles.


• 3+ years in a people manager or leadership role preferred.


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


• Demonstrated experience in guiding enterprise customers through a structured value realization process to achieve measurable business outcomes, utilizing a defined engagement methodology.


• Leadership presence across in-person, video, and written communication channels.


• Strong track record in building trust and communicating effectively with a diverse group of stakeholders, including executives, Product and Engineering leadership, and customers.


• Experience supporting or working with technical products.


• Solutions-oriented with strong problem-solving skills.


• Demonstrated ability to take initiative and thrive in a fast-paced, change-heavy environment.


• Passion for exceeding customer expectations and providing exceptional service.


• Ability to handle customer issues with diplomacy, tact, and poise under pressure.


• Strong bias for action, ability to think big, and insistence on high standards.


• Proven experience in mentoring and retaining talent.


• Demonstrated ability to foster an inclusive team environment that values diverse perspectives​.

An ideal candidate also has:

• Experience with Enterprise SaaS preferred.


• Led a team where each team member managed a portfolio of 50+ accounts.


• Experience with “Tech Tech”, Scale, or Digital Customer Success programs.


• Experience Integrating AI/automation into customer success workflows to drive team members' productivity gains.


• Experience using Gainsight.

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