Sr. Manager, Customer Success

Samsara

25d•$142,800 - $229,500•Remote

About The Position

The Enterprise Customer Success team partners closely with Samsara’s enterprise customers to understand their business and unique challenges, advise them on how to best leverage the platform to meet their goals, and, ultimately, guide them to continuously realize business value from our solutions and services. We are the trusted advisor to our enterprise customers, managing the customer lifecycle once onboarding is complete through adoption, advocacy, and renewal. As a manager in the Enterprise Customer Success team, you will manage a team of CSMs while also enhancing and scaling our success motion. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers. The expectation is not just to run the team well — it is to make it fundamentally better.

Requirements

10+ years in Customer Success, account management, or consulting.
5+ years in management positions, including recruiting and retaining top talent.
Experience managing Enterprise customers in a SaaS environment.
Ability to travel within the United States for customer meetings and events (up to 25%).
Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
Solutions-focused with strong problem-solving skills and a bias for action.
Ability to think big while also executing with excellence.
Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
Diplomacy, tact, and poise under pressure when working through customer issues.
Demonstrated ability to foster an inclusive team environment that values diverse perspectives.
Bachelor's degree from a 4-year institution.

Nice To Haves

Led a team where each team member managed a portfolio of 30-40 accounts.
Experience using Gainsight.
Passion for going above and beyond the call of duty for their customers and team members.
Proven track record of partnering with account executives to develop and execute commercial expansion strategies.
Strong program management experience.

Responsibilities

Define and execute long-term strategies for the Enterprise Core Customer Success team that support Samsara's commitment to providing excellent service
Build technical depth across the team so CSMs can engage credibly on complex, technical customer challenges — knowing when to go deep personally and when to bring in Product or Support
Ensure ongoing success and value realization for Samsara's enterprise customers, leading to long-term retention and growth
Identify and mitigate risk across your portfolio using data-driven insights, and hold your team accountable for identifying and acting on risk early
Partner with Sales, Marketing, Product, and Support — building strong working relationships up through Sr Director — to increase team productivity and improve customer experience
Hire, develop, and manage a team 6-8 CSMs, each managing a portfolio of Enterprise accounts — coaching for growth and building bench strength through consistent, high-quality performance feedback
Own critical customer situations personally and provide leadership coverage when it matters, facilitating leadership problem-solving through the VP level while balancing strategic oversight with hands-on resolution
Keep executives informed of progress and advocate for change when needed
Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
Champion, role model, and embed Samsara's operating principles (Sample the Customer Experience, Work with Urgency Deliver Iteratively, Work Backwards from Winning, Keep a High Bar, Be Intellectually Honest, Have Discipline, Eliminate Bureaucracy, Solve Problems Together) as we scale globally and across new offices