Manager, Technical Account Management

Samsara

4d•Remote

About The Position

The Manager will oversee a team of Technical Account Managers (TAMs) and is instrumental in ensuring the delivery of exceptional technical support and account management. This leader will act as a champion of change, utilizing a data-driven approach to decision-making and process optimization to drive long-term customer success. You will be accountable for team metrics, fostering professional development, and maintaining alignment with Samsara's core values

Requirements

People Management: Minimum of 3 years in a people manager role with a proven track record of leading globally distributed technical account managers through periods of significant change.
Enterprise Impact: Demonstrated success in achieving technical account management goals and maintaining high retention for enterprise-level customers in a fast-paced environment.
Change Advocacy & Influence: Exceptional skills in influencing all organizational levels, with the ability to translate complex technical data into clear business cases for executive stakeholders.
Foundational Education: Bachelor's degree in a technical or business field, or equivalent practical work experience

Nice To Haves

Technical Depth: Demonstrated expertise in IoT, APIs, SQL, and scripting languages, allowing you to act as a credible mentor and technical sounding board for the team.
Scalability Mindset: Prior experience scaling TAM teams or technical service organizations, specifically focusing on building additional services and repeatable service models.
Data Fluency: Advanced proficiency with Gainsight, Tableau, Salesforce, or Zendesk to build dashboards, identify trends, and drive proactive, data-led strategies.
Outcome-Driven Business Acumen: A strong focus on driving value-based outcomes and ROI for customers rather than just managing support tickets or task completion.

Responsibilities

Build a High-Performance Culture
Inclusive Talent Strategy: Hire, develop and lead an inclusive, engaged, and high performing team
Performance Excellence: Establish a coaching rhythm and clear performance benchmarks to ensure the team consistently meets or exceeds targets.
Career Architecture: Actively engage in professional growth through tailored development plans and mentorship, ensuring a robust internal pipeline for career progression.
Engineer Scalable Processes
Intelligence Scalability: Develop and deploy AI-assisted workflows, such as automated technical health checks and AI-summarized account reviews to make it easier for the team to manage complex enterprise accounts.
Cross-Functional Influence: Partner closely with Sales, Product, and Customer Success to bridge the gap between customer feedback and product evolution, driving continuous service improvements.
Strategic Roadmap: Contribute to the long-term strategic planning required to scale a TAM team in a hyper-growth environment.
Drive Data-Led Change
Analytical Leadership: Apply a rigorous, data-driven approach to identify organizational risks, dependencies, and hidden opportunities for efficiency.
Platform Advocacy: Translate technical and business insights into actionable data to enhance the Samsara platform experience for our largest enterprise customers.
Escalation Management: Serve as the primary point of contact for high-priority technical escalations, using deep product knowledge and analytical problem-solving to ensure swift, permanent resolutions.

Benefits

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.
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.
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.