Manager, Scaled 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, Equipment Monitoring, and Site Visibility. 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 Enterprise 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 Enterprise 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 role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro.
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:
- 3+ years as an individual contributor within senior Customer Success, account management, or strategic consulting roles.
- 1+ 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.
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. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we 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. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
At Samsara, a leader in the Connected Operations™ Cloud, we’re on the lookout for a motivated Manager of Scaled Customer Success to join our dynamic team! As part of our mission to revolutionize physical operations through IoT data, you’ll play a pivotal role in ensuring our enterprise customers adopt our innovative solutions and truly realize the value they bring. You'll lead a passionate team focused on enhancing customer engagement and driving meaningful outcomes, making your mark on industries like agriculture, transportation, and manufacturing. Your day-to-day will be varied: from developing onboarding playbooks to optimizing customer interactions and directly supporting our Customer Success Managers in critical engagements. We’re all about fostering a culture where collaboration and trust thrive—ideal for those who relish problem-solving and empowering others. If you have a knack for building relationships and experience in a customer success role, this is your chance to shape the future of customer engagement at Samsara. So, roll up your sleeves and join us in making an impactful difference!
Join Samsara's innovative team as a Senior Security Operations Engineer to enhance security and foster operational excellence.
Samsara is looking for an experienced Principal Analyst Relations Manager to enhance their analyst engagement programs in a remote capacity.
Be part of Towne Park and lead exceptional valet and parking services at Camelback Mountain Resort as a Seasonal Associate Manager.
Cleveland Clinic Fairview Hospital is seeking a part-time Nursing Clinical Clerical for its Neonatal ICU to enhance patient care and administrative tasks in a supportive healthcare environment.
Join Language Services Associates as a Hindi interpreter to provide essential communication services and make a difference in the community.
Join our innovative team as an Administrator where you will leverage your customer service skills to support our growth in providing sustainable mobility solutions.
Join Breckenridge Grand Vacations as a Spa Concierge, where your role is essential in creating grand experiences for guests through exceptional customer service.
Join U-Haul as a U-Box Warehouse Worker and contribute to a customer-focused environment while ensuring efficient warehouse operations.
Join Oak Street Health as a Medical Scribe to enhance patient care through efficient clinical documentation and valuable support to healthcare providers.
The ACS is hiring a Pre-Placement Staff Nurse to deliver vital medical care to foster children in New York City.
Samsara is a leading software company that offers a platform providing AI safety programs, real-time visibility, workflows, reporting, and an ecosystem of integrations to connect the operations that power the economy.
457 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
