Director, Scaled Customer Success

Samsara

1d•Remote

About The Position

We are seeking a Director of Scale Customer Success to lead our mid-market and commercial customer segment. This role is responsible for driving adoption, expansion, and renewal outcomes across a high-volume portfolio through a blended model of customer success teams and digital channels. This leader will build and operate a scalable, data-driven customer success function that leverages digital engagement, automation, and disciplined operational processes to maximize customer impact and efficiency.

Requirements

8+ years of experience in Customer Success, Account Management, or related GTM roles, with at least 5+ years in a leadership capacity
Proven experience managing mid-market or commercial segments at scale
Strong track record of owning and delivering on retention and expansion metrics (GRR, NRR)
Demonstrated ability to design and implement scalable coverage models and digital customer success strategies
Deep operational expertise in forecasting, segmentation, and productivity management
Experience leveraging customer success platforms, CRM systems, and marketing automation tools
Excellent cross-functional leadership and communication skills

Nice To Haves

Implemented a transformational AI program that improved the customer experience and generated breakthrough improvements in team efficiency

Responsibilities

Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments
Partner closely with Sales to drive expansion through structured, scalable motions
Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix
Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion)
Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale levering automated, trigger-based engagement strategies
Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency
Build and continuously optimize coverage models (high-touch, pooled, and digital)
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 and lead an inclusive, engaged, and high performing team

Benefits

Relocation assistance will not be provided for this role.
Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence.
Annual OTE Salary $132,160—$188,800 USD
Total Rewards
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. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.
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.
Belonging at Samsara
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.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.
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, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.