Manager, Scaled Customer Success

About the role

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing - and we are excited to help digitally transform their operations at scale. Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term. The Customer Success team ensures Samsara's customers adopt our solutions and continuously derive business value from our products. We serve as the trusted point of contact for our enterprise customers throughout their lifecycle, from onboarding and adoption to advocacy and renewal. As the manager of the CSM team, you will enhance our Customer Success engagement motions, provide targeted coaching for each team member, and foster an inspiring and dynamic team culture. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers. This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. This position requires working hours in the Central or Eastern time zones. You should apply if: You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster. You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable. You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team. You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment. You want to be with the best: At Samsara, we win together, celebrate together, and support each other. You will be surrounded by the best and brightest professionals out there. In this role, you will: Ensure ongoing success and value realization for Samsara's Scale Customers. Define and build long-term strategies to drive value realization and risk management at scale. Meet and exceed KPI targets for risk mitigation, value management, and business review. Build and optimize standardized playbooks covering onboarding, adoption, expansion, and renewal. Directly support the CSM team with critical customer engagements and customer escalations, driving effective resolutions. Lead from the front with a willingness to get your hands dirty. 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. Minimum requirements for the role: 3+ years as an individual contributor within senior Customer Success, account management, or strategic consulting roles. 1+ years in a people manager or leadership role preferred. 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, an

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