Scale Customer Success Manager II — AI-Driven Growth

Samsara Inc.; Los Angeles (CA); Remote; USD 126,000 - 190,000; Full time

Benefits offered by this job

Flexible remote model

Professional development stipend

Health and parental leave

Job summary

Samsara Inc. in the United States is seeking a Manager II for the Scale Customer Success team.

You will lead a high-volume portfolio of mid-market and large commercial customers, driving renewal outcomes and expanding relationships through strategic programs, automation, and coaching. This remote role emphasizes AI-forward engagement, digital lifecycle programs, and cross-functional leadership with Sales, RevOps, Marketing and Product.

Qualifications

• 5+ years of experience in Customer Success or Account Management.
• 2+ years of direct people management experience leading CSMs or similar roles with a portfolio of 100+ accounts.
• Demonstrated experience building or redesigning a scale, tech-touch, or digital CS model for retention or expansion outcomes.
• Demonstrated ownership over retention and expansion outcomes.
• Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.
• Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment.

Responsibilities

• Segmentation strategy: determine customer segmentation into service tiers and engagement models for a high-volume portfolio in US private sector.
• Renewal outcomes: drive retention as the primary lens for decisions, not a reporting exercise.
• Expansion collaboration: partner with Sales to drive growth within accounts.
• Product adoption: drive breadth and depth of product adoption with CS teams.
• People leadership: hire, develop, and manage a team of CSMs, each with 100+ accounts.
• Productivity and efficiency: drive measurable output per CSM via AI, automation, digital programs, lifecycle workflows, and tooling.
• AI-forward: champion experimentation and adoption of AI-powered workflows to enhance engagement and 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 improve customer experience.
• Escalation leadership: lead critical situations with strategic oversight and hands-on resolution.

Skills

Customer Success

Account Management

Data-driven

People leadership

Cross-functional collaboration

Tools

Gainsight

AI-driven workflows

Job description

Samsara Inc. in the United States is seeking a Manager II for the Scale Customer Success team.

You will lead a high-volume portfolio of mid-market and large commercial customers, driving renewal outcomes and expanding relationships through strategic programs, automation, and coaching. This remote role emphasizes AI-forward engagement, digital lifecycle programs, and cross-functional leadership with Sales, RevOps, Marketing and Product.