Manager II, Customer Success

Samsara’s Customer Success team ensures our customers adopt our platform, realize measurable business value, and renew and expand with confidence. As Manager II on the US Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market and large commercial customers in the private sector. This is not a traditional CS leadership role. It is a builder role for a leader who drives renewal outcomes by making their team more effective — through better programs, cleaner signals, smarter automation, and sharper coaching. You will own the engagement model for your team: building the playbooks, building & improving digital, automated, lifecycle & AI-driven engagement programs, and coaching CSMs from activity-based to outcome-based work. You will set the standard for what great Scale CS looks like, and personally step in when customers or situations demand it. The expectation is not just to run the team well — it is to make it fundamentally better. This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C. This position requires working hours in the Central or Eastern time zones. • Segmentation strategy: determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector • Renewal outcomes: drive retention as the primary lens for every operating decision, not a reporting exercise • Expansion collaboration: partner with Sales to drive growth within accounts • Product adoption: work with CSMs to drive breadth and depth of product adoption • People leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts • Productivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations • AI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity • Risk management: identify and mitigate risk at scale using data-driven insights • Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience • Escalation leadership: step into critical customer situations personally and providing leadership coverage when it matters, balancing strategic oversight with hands-on resolution • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. • Hire, develop, coach and lead an inclusive, engaged, and high performing team.

• 5+ years of experience in Customer Success or Account Management • 2+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts each • Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs with measurable retention or expansion outcomes • Demonstrated ownership or significant influence over retention and expansion outcomes • Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management. • Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment • Experience at a SaaS company with a hardware or IoT component • Experience integrating AI into CS workflows to drive measurable team productivity • Advanced proficiency with Gainsight (or similar customer success platforms) • Experience partnering closely with Sales on expansion and account strategy Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below. Annual OTE Salary $111,562.50 — $150,000 USD

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.