Manager I, Customer Success Manager

Навыки

• CRM-системы
• Customer Success
• HR-процессы
• Лидерство
• Обучаемость
• Ответственность за результат
• Решение задач

О компании и продукте

• 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, and Equipment Monitoring. 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.
• Samsara’s Canada Scaled Customer Success team advises and guides our Scaled customer base, ensuring they implement and adopt Samsara, and continuously gain business value from our products using digital communications and self-serve resources. As the manager of the Scaled Customer Success team, you will improve our Scaled Customer Success motion, provide focused coaching for each team member, and be an inspiring leader who establishes an energizing team culture for the team.
• This is a remote position open to candidates residing in Canada.

Задачи

• Hire, onboard, and develop a high-performing team of ICs and CSMs covering the Canada (Mid-Market) segment
• Manage individual performance
• Deliver results across team KPIs and org level OKRs
• Identify and implement process-improvement opportunities
• such as systems efficiency gains and leaning into data resulting in increased automation
• Lead from the front with a willingness to get hands dirty
• Team Leadership & Performance
• Hire, onboard, and develop a high-performing team of CSMs covering the Canada (Commercial & Mid-Market) segment
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review and implementation completion, risk management)
• Run structured 1:1s, pipeline reviews, and risk reviews
• deliver consistent coaching and developmental feedback
• Recognize and grow top talent
• address underperformance quickly and fairly
• Manage capacity and account assignment across a high-volume book to balance IC and CSM workload and customer coverage
• Digital Scale Program Ownership
• Own and continuously improve the Digital Scale journey for Canada
• Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations
• Customer Outcomes & Execution
• Ensure the team drives measurable value for Commercial and Mid-Market customers through structured onboarding, adoption, expansion, and renewal motions
• Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio
• Oversee book-of-business risk management, ensure early identification, clear ownership, and documented action plans for at-risk accounts
• Support ICs and CSMs in high-stakes customer moments (Implementation kickoffs, QBRs, escalation calls, executive check-ins) as needed
• Strategy, Process & Enablement
• Translate company and CS strategy into a clear operating model for the Commercial and Mid-Market segment, defining cadence, plays, and standards for both low-touch and digital motions
• Standardize and improve core processes across Canada (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths)

Требования

• 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
• 2+ years of experience managing a team
• Experience implementing a scaled (low touch) onboarding or account management program. SaaS experience preferred
• This is a demanding position with high internal visibility that requires strong work ethic, prioritization, and high emotional intelligence
• Experience with a customer success CRM such as Gainsight or Totango
• Solutions-oriented with strong problem solving skills
• Comfort in a fast-paced, performance-based, and change-heavy environment
• Strong bias for action, the ability to think big, with insistence on high standards
• Bachelor’s degree from a 4-year institution
• 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

Условия

• 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
• Flexible Working
• At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams
• Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
• For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions
• In these cases, the job description will clearly indicate any working location requirements
• Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely
• All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Belonging at Samsara
• At Samsara, we welcome everyone regardless of their background
• All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law
• We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact
• Accommodations
• Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities
• 134,172.50 — $173,635 USD

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