Scale CS Leader — AI-Driven Renewals & Growth

Samsara; United States; Remote; USD 126,000 - 190,000; Full time

Job summary

Samsara is seeking a Manager II for the US Scale Customer Success team to lead a high-volume portfolio of mid-market and large commercial customers in the private sector. You will shape engagement programs, coach CSMs, and implement automation and AI-driven workflows to improve renewal and expansion outcomes.

You will own the engagement model, set best practices, and drive scalable success strategies with a focus on measurable retention and growth.

Qualifications

• 5+ years in Customer Success or Account Management.
• 2+ years direct people management leading CSMs with 100+ accounts each.
• Experience building or redesigning a scale, tech-touch, or digital CS model with measurable retention or expansion outcomes.
• Ownership or significant influence over retention and expansion outcomes.
• Strong analytical capability; data-driven prioritization and performance management.
• Ability to lead through ambiguity and fast growth in a high-volume environment.

Responsibilities

• Segmentation strategy: determine customer segmentation into service tiers and engagement models for a high-volume US private sector portfolio.
• Renewal outcomes: drive retention as the primary lens for every operating decision, not a reporting exercise.
• 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 to enhance customer engagement and team productivity.
• Risk management: identify and mitigate risk at scale using data-driven insights.
• Cross-functional leadership: partner with Sales, RevOps, Marketing, Product, and Business Technology to increase team productivity and improve customer experience.
• Escalation leadership: provide leadership coverage in critical customer situations.

Skills

Team leadership

Analytics

Cross-functional collaboration

SaaS experience

AI in CS

Tools

Gainsight

Job description

Samsara is seeking a Manager II for the US Scale Customer Success team to lead a high-volume portfolio of mid-market and large commercial customers in the private sector. You will shape engagement programs, coach CSMs, and implement automation and AI-driven workflows to improve renewal and expansion outcomes.

You will own the engagement model, set best practices, and drive scalable success strategies with a focus on measurable retention and growth.