Sr. Manager, Customer Success

About the role:

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.

An ideal candidate will be located in the Western or Mountain time-zones, and will have the ability to travel to the United States for necessary customer travel.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. 

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: 

• Strategy: Define and execute long-term strategies for the Enterprise Core Customer Success team that support Samsara's commitment to providing excellent service
• Technical acumen: 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
• Customer outcomes: Ensure ongoing success and value realization for Samsara's enterprise customers, leading to long-term retention and growth
• Risk management: Identify and mitigate risk across your portfolio using data-driven insights, and hold your team accountable for identifying and acting on risk early
• Cross-functional leadership: Partner with Sales, Marketing, Product, and Support — building strong working relationships up through Sr Director — to increase team productivity and improve customer experience
• People leadership: 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
• Escalation leadership: 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
• Executive communication: Keep executives informed of progress and advocate for change when needed
• AI-forward: Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
• Culture: 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

Minimum requirements for the role:

• 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.

An ideal candidate also has:

• 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.