Scale CS Manager (Mid‑Market) – Mexico

Samsara; United States; Hybrid; USD 170,000 - 210,000; Full time

Benefits offered by this job

Remote-friendly model

Professional development stipend

Health and parental leave

Job summary

Samsara is seeking a Manager, Customer Success — Scale to lead the Mexico mid-market team and own the Digital Scale journey across North America. You will partner with Sales, Services, Support, Product, and Marketing to drive adoption, retention, and growth at volume while maintaining high-quality customer experiences.

You will manage a team of CSMs, set clear goals, and optimize digital plays and onboarding sequences.

Qualifications

• 8+ years in Customer Success, Account Management, Consulting, or similar
• 3+ years directly managing a team of CSMs
• Proven track record in renewal, expansion, adoption, and executive engagement
• Experience operating in a high-volume, scaled CS environment with digital and human touches
• Experience building or refining digital customer journeys or tech-touch CS motions
• Bilingual/multilingual skills preferred (Spanish/French)
• Strong executive presence and communication for VP+ stakeholders
• Data-driven with ability to interpret dashboards and KPIs

Responsibilities

• Hire, onboard, and develop a high-performing CSM team for the Mexico mid-market segment
• Set goals and KPIs and conduct structured 1:1s, pipeline reviews, and risk reviews
• Own and evolve the Digital Scale journey for Mexico and NA
• Define digital plays and onboarding sequences with Marketing and CS Operations
• Analyze engagement data to improve conversion and retention at scale
• Ensure seamless transitions between digital and human touchpoints
• Oversee risk management and account health across the portfolio
• Partner with Sales, Renewals, Services, and Support to align on strategy

Skills

People leadership

Stakeholder management

Data-driven

English fluency

Tools

Gainsight

Totango

ChurnZero

CRM systems

Job description

Samsara is seeking a Manager, Customer Success — Scale to lead the Mexico mid-market team and own the Digital Scale journey across North America. You will partner with Sales, Services, Support, Product, and Marketing to drive adoption, retention, and growth at volume while maintaining high-quality customer experiences.

You will manage a team of CSMs, set clear goals, and optimize digital plays and onboarding sequences.