About this role
About the Role
Senior Manager on the US Scale Customer Success team leads a high-volume portfolio of mid-market customers in the private sector. This is not a traditional CS leadership role—a builder role with an explicit mandate to transform how Samsara engages customers at scale. You will own segmentation strategy, coverage design, and digital, automated, lifecycle & AI-driven engagement programs supported by targeted high-impact human interactions, while holding accountability for renewal outcomes. What You'll Do
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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
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Renewal outcomes: drive retention as the primary lens for every operating decision, not a reporting exercise
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Expansion collaboration: partner with Sales to drive growth within accounts
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Product adoption: work with CSMs to drive breadth and depth of product adoption
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People leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts
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Productivity and efficiency: drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations
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AI-forward: champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity
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Risk management: identify and mitigate risk at scale using data-driven insights
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Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience
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Escalation leadership: step into critical customer situations personally and providing leadership coverage when it matters, balancing strategic oversight with hands-on resolution What We're Looking For
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6+ years of experience in Customer Success or Account Management
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4+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts each
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Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model with measurable retention or expansion outcomes
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Demonstrated ownership or significant influence over retention and expansion outcomes
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Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.
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Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment
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Bachelor’s degree from a 4-year accredited institution
Ideal candidate also has:
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Experience at a SaaS company with a hardware or IoT component
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Experience integrating AI into C Nice to Have
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Experience at a SaaS company with a hardware or IoT component
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Experience integrating AI into C Compensation & Benefits