Manager II, Customer Success

Samsara

19d • $125,902 - $190,440 • Remote

About The Position

Samsara’s Customer Success team helps customers adopt its platform, realize measurable business value, and renew and expand with confidence. The Manager II will lead the US Scale Customer Success team serving a high-volume portfolio of mid-market and large commercial customers in the private sector. This is a remote role open to candidates in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

This is a builder role focused on driving renewal outcomes by improving team effectiveness through stronger programs, cleaner signals, smarter automation, and sharper coaching. The manager owns the team’s engagement model, including developing playbooks and improving digital, automated, lifecycle, and AI-driven engagement programs. They will coach CSMs to shift from activity-based to outcome-based work, set the standard for Scale Customer Success, and personally step in when customer situations require leadership or hands-on resolution.

Requirements

• At least 5 years of experience in Customer Success or Account Management.
• At least 2 years of direct people-management experience leading CSMs or similar customer-facing roles whose portfolios each contain 100 or more accounts.
• Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital Customer Success model for pooled CSMs, with measurable retention or expansion outcomes.
• Demonstrated ownership of or significant influence over retention and expansion outcomes.
• Strong analytical capability and comfort using data to drive prioritization, segmentation, and performance management.
• Proven ability to lead through ambiguity, organizational change, and rapid growth in a high-volume environment.

Nice To Haves

• Experience at a SaaS company with a hardware or IoT component.
• Experience integrating AI into Customer Success workflows to drive measurable team productivity.
• Advanced proficiency with Gainsight or a similar customer success platform.
• Experience partnering closely with Sales on expansion and account strategy.

Responsibilities

• Determine customer segmentation into service tiers and engagement models that combine targeted human interactions with scalable programs for a high-volume portfolio of US private-sector mid-market accounts.
• Drive retention as the primary consideration in operating decisions.
• Partner with Sales to drive account growth and expansion.
• Work with CSMs to increase the breadth and depth of product adoption.
• Hire, develop, and manage a team of CSMs, each managing portfolios of 100 or more accounts.
• Improve measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations.
• Champion experimentation with and adoption of AI-powered workflows and tools to improve customer engagement and team productivity.
• Identify and mitigate customer risk at scale using data-driven insights.
• Partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve the customer experience.
• Personally step into critical customer situations and provide leadership coverage, balancing strategic oversight with hands-on resolution.
• Build and improve the team’s playbooks and digital, automated, lifecycle, and AI-driven engagement programs.
• Coach CSMs to move from activity-based to outcome-based work.

Benefits

• Professional development stipend.
• Comprehensive health plans.
• Parental leave plans.
• Flexible, employee-led remote work model.
• Compensation may include performance-based bonus or variable pay and equity for eligible roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed