Manager I, Customer Success

Samsara

Location not specified

Full Time

Posted March 30, 2026

Not Specified

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Job Description

The role involves leading and managing a customer success team for mid-market accounts in Mexico, focusing on driving customer adoption, retention, and growth through both high-touch and digital engagement strategies within a SaaS IoT platform environment.

Key Responsibilities

Lead and develop the Customer Success team managing mid-market accounts in Mexico.
Own and improve the Digital Scale customer journey, including automated onboarding, adoption, renewal, and engagement programs.
Drive customer outcomes through onboarding, adoption, expansion, and renewal activities.
Translate company strategy into operational models and standardize processes for high-touch and digital customer success motions.
Collaborate with cross-functional teams such as Sales, Support, Product, and Marketing to align on customer success initiatives.
Manage risk within the customer portfolio by identifying at-risk accounts and developing action plans.
Monitor performance metrics, analyze engagement data, and optimize digital customer programs to improve retention and growth.

Requirements

Full professional fluency in English, both written and spoken, required for customer engagement and internal collaboration across the regions.
8 years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts.
At least 3 years of experience directly managing a team of Customer Success Managers (CSMs) or similar roles, including hiring, coaching, performance management, and career development.
Proven track record of driving portfolio-level outcomes such as renewal, expansion, adoption, and executive engagement.
Experience operating in a high-volume, scaled Customer Success environment managing both tech-touch digital and high-touch motions simultaneously.
Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch Customer Success motions.
Experience in B2B SaaS or a similarly complex, technology-driven environment.
Strong executive presence and communication skills, comfortable engaging VP stakeholders internally and externally.
Data-driven operating style with the ability to interpret dashboards, define KPIs, set guardrails, and translate insights into action.
Experience managing or collaborating with teams across multiple North American markets and time zones.
Familiarity with Customer Success tooling such as Gainsight, Totango, ChurnZero, and CRM systems, and experience using these platforms to drive digital programs (preferred).
Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market Customer Success teams (preferred).
Background in operations-heavy industries such as transportation, logistics, field services, or manufacturing (preferred).
Bilingual or multilingual skills in Spanish and/or French Canadian are preferred, given the North American territory scope.