[Remote] Sr. Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve their operations. The Senior Manager of Customer Success will lead a team focused on transforming customer engagement at scale, ensuring measurable business value and driving retention and expansion for mid-market customers in the private sector.ResponsibilitiesSegmentation 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 sectorRenewal outcomes: drive retention as the primary lens for every operating decision, not a reporting exerciseExpansion collaboration: partner with Sales to drive growth within accountsProduct adoption: work with CSMs to drive breadth and depth of product adoptionPeople leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accountsProductivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrationsAI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivityRisk management: identify and mitigate risk at scale using data-driven insightsCross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experienceEscalation leadership: step into critical customer situations personally and providing leadership coverage when it matters, balancing strategic oversight with hands-on resolutionSkills6+ years of experience in Customer Success or Account Management4+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts eachDemonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model with measurable retention or expansion outcomesDemonstrated ownership or significant influence over retention and expansion outcomesStrong analytical capability; comfortable using data to drive prioritization, segmentation, and performance managementProven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environmentBachelor's degree from a 4-year accredited institutionExperience at a SaaS company with a hardware or IoT componentExperience integrating AI into CS workflows to drive measurable team productivityAdvanced proficiency with Gainsight (or similar customer success platforms)Experience partnering closely with Sales on expansion and account strategyBenefitsBase salaryPerformance-based bonus/variable payEquity (for eligible roles) in a high-growth public companyA flexible, employee-led remote modelA professional development stipendComprehensive health and parental leave plansCompany OverviewSamsara is digitizing the world of physical operations. It was founded in 2015, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.samsara.com.Company H1B SponsorshipSamsara has a track record of offering H1B sponsorships, with 11 in 2026, 68 in 2025, 53 in 2024, 59 in 2023, 70 in 2022, 1 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.