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Manager II, Customer Success

Samsara· Customer Success
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Remote$109.5k - $147.2kfull-timePosted 1mo ago

About the role

Manager II on the US Scale Customer Success team responsible for leading a high-volume portfolio of mid-market and large commercial customers in the private sector. Focuses on building scalable, AI-driven engagement programs, improving renewal outcomes, and coaching CSMs to drive adoption, retention, and expansion.

Responsibilities

  • Segmentation strategy: determine customer segmentation into service tiers and engagement models 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
  • 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
  • Risk management: identify and mitigate risk at scale using data-driven insights
  • Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology
  • Escalation leadership: step into critical customer situations personally and provide leadership coverage when it matters

Qualifications

  • 5+ years of experience in Customer Success or Account Management
  • 2+ years of direct people management experience leading CSMs or similar 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

Skills

Required:Customer Success / Account ManagementPeople leadershipData-driven decision making
Nice to have:AI-powered workflowsGainsight or CS platform
Last updated Oct 24, 2026. Interested? Apply on the company site.

About Samsara

Samsara | The Connected Operations Platform

Samsara's connected operations platform helps 20,000+ operations improve safety, cut costs, and run smarter — built with operators.

Fleet TelematicsCameras and VideoDriver ExperienceSafety Reporting & InsightsEquipment ManagementIntegrated platformAI-powered analyticsFleet Intelligence
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