Remote Canada Scaled Customer Success Manager

ApplyMint; United States; On-site; USD 134,000 - 174,000; Full time

Benefits offered by this job

Flexible remote model

Professional development stipend

Health and parental leave plans

Job summary

Samsara is seeking a Canada Scaled Customer Success Manager to lead a high‑performing team and shape a scalable onboarding and renewal motion. You will partner with Sales, Marketing, and CS Ops to drive measurable value for Commercial and Mid‑Market customers.

You’ll manage performance, coach staff, and own digital plays and process improvements in a fast‑growing, remote environment across Canada.

Qualifications

• 2+ years of experience managing a team.
• Experience implementing a scaled (low touch) onboarding or account management program. SaaS experience preferred.
• Bachelor’s degree from a 4-year institution.
• 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 environment.
• Strong bias for action, the ability to think big, with insistence on high standards.

Responsibilities

• 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.
• 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.
• 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.
• 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).
• Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
• Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high‑volume territory.
• Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the segment.
• Partner with Sales on account planning, expansion strategy, and commercial alignment across Mid‑Market accounts.
• Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the Commercial and Mid‑Market segments.
• Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.
• Model and reinforce the company’s cultural principles: customer focus, growth mindset, inclusion, and teamwork.
• Foster an environment of psychological safety, accountability, and continuous improvement.
• Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.

Skills

Team management

SaaS experience

Customer success

Relationship building

Education

Bachelor's degree

Tools

Gainsight

Totango

Job description

Samsara is seeking a Canada Scaled Customer Success Manager to lead a high‑performing team and shape a scalable onboarding and renewal motion. You will partner with Sales, Marketing, and CS Ops to drive measurable value for Commercial and Mid‑Market customers.

You’ll manage performance, coach staff, and own digital plays and process improvements in a fast‑growing, remote environment across Canada.