Director, Scaled Customer Success

Samsara

Location not specified

Full Time

Posted May 8, 2026

$132k - $189k

Not Specified

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Job Description

The role involves leading the customer success team for mid-market and commercial clients, focusing on driving adoption, expansion, and retention through scalable, data-driven strategies and digital engagement to maximize customer impact and business growth.

Key Responsibilities

Drive adoption, expansion, and renewal outcomes across mid-market and commercial customer segments.
Build and operate a scalable, data-driven customer success function leveraging digital engagement, automation, and operational processes.
Define segmentation strategy and develop lifecycle-based customer journeys for onboarding, adoption, renewal, and expansion.
Leverage tools such as CRM, customer success platforms, and marketing automation to orchestrate customer interactions at scale.
Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency.
Manage and lead a high-performing, inclusive customer success team.

Requirements

Minimum of 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 such as Gross Revenue Retention (GRR) and Net Revenue Retention (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.
Experience in managing a high-volume customer portfolio through a blended model of customer success teams and digital channels.
Ability to build and operate a scalable, data-driven customer success function that leverages digital engagement, automation, and disciplined operational processes.
Experience integrating AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency.
Implementation of a transformational AI program that improved the customer experience and generated breakthrough improvements in team efficiency (preferred but not mandatory).