Job Description
The role involves leading and managing a Customer Success team to ensure enterprise clients successfully adopt Samsara's IoT solutions, driving long-term value, customer satisfaction, and operational growth through strategic engagement and team development.
Key Responsibilities
- Ensure ongoing success and value realization for Samsara's Scale Customers
- Define and implement long-term strategies for value delivery and risk management
- Support and lead the Customer Success Management team in critical customer engagements and escalations
- Develop and optimize standardized processes for onboarding, adoption, expansion, and renewal
- Lead, coach, and develop an inclusive, high-performing customer success team
Requirements
- Minimum of 6 years as an individual contributor within senior Customer Success, account management, or strategic consulting roles.
- Preferred: At least 3 years in a people manager or leadership role.
- Bachelor’s degree from a 4-year accredited institution.
- Demonstrated experience in guiding enterprise customers through a structured value realization process to achieve measurable business outcomes, utilizing a defined engagement methodology.
- Leadership presence across in-person, video, and written communication channels.
- Strong track record in building trust and communicating effectively with a diverse group of stakeholders, including executives, Product and Engineering leadership, and customers.
- Experience supporting or working with technical products.
- Solutions-oriented with strong problem-solving skills.
- Demonstrated ability to take initiative and thrive in a fast-paced, change-heavy environment.
- Passion for exceeding customer expectations and providing exceptional service.
- Ability to handle customer issues with diplomacy, tact, and poise under pressure.
- Strong bias for action, ability to think big, and insistence on high standards.
- Proven experience in mentoring and retaining talent.
- Demonstrated ability to foster an inclusive team environment that values diverse perspectives.
- Experience with Enterprise SaaS (preferred).
- Led a team where each team member managed a portfolio of 50 accounts (preferred).
- Experience with Tech Tech, Scale, or Digital Customer Success programs (preferred).
- Experience integrating AI automation into customer success workflows to drive team productivity gains (preferred).
- Experience using Gainsight (preferred).
Benefits & Perks
Annual Base Salary range: $109,480 - $147,200 USD
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
Performance-based bonus variable pay and equity for eligible roles
Opportunities for long-term career growth and autonomy
Inclusive work environment that values diversity and provides accommodations
Ready to Apply?
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