Manager I, Customer Success

🕒 March 30

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 53%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

🏗️ Construction

🏥 Healthcare

💰 Seed Round on 2014-08

Logistics • Construction • Healthcare

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• Lead the entire Scale (Mid-Market) segment for Mexico across high-touch and digital success motions • Hire, onboard, develop, coach, and manage a high-performing team of Customer Success Managers • Set expectations, goals, and KPIs including net revenue retention, adoption rates, health scores, business review completion, and risk management • Run 1:1s, pipeline reviews, and risk reviews; provide developmental feedback and address underperformance • Manage capacity and account assignments across a high-volume book • Own and continuously improve the Digital Scale journey for Mexico and, in some cases, North America • Define and execute digital plays including onboarding sequences, adoption campaigns, renewal outreach, and health-score triggers • Analyze engagement data to optimize messaging cadence, conversion, and retention • Ensure seamless transitions between digital and human-led customer touchpoints • Drive measurable customer value through onboarding, adoption, expansion, and renewal motions • Review Customer Success Plans, Business Reviews, executive-ready materials, and at-risk account action plans • Support CSMs in QBRs, escalation calls, and executive check-ins • Translate company and Customer Success strategy into an operating model for the Scale segment • Standardize processes, playbooks, cadence, handoffs, risk management, and escalation paths • Use Customer Success platforms, CRM, product analytics, and digital engagement tools to monitor performance and guide decisions • Partner with Sales, Renewals, Services, Support, Product, Marketing, Operations, and Enablement • Provide customer feedback to Product and Operations and influence roadmap and policy decisions • Coordinate localized execution with stakeholders across the US, Canada, and Mexico • Communicate regularly with senior leadership on progress, risks, headcount, and territory health

🎯 Requirements

• 8+ years in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts • 3+ years directly managing a team of CSMs or similar roles, including hiring, coaching, performance management, and career development • Proven track record driving portfolio-level renewal, expansion, adoption, and executive engagement outcomes • Experience operating in a high-volume, scaled Customer Success environment with tech-touch/digital and high-touch motions • Experience building or managing digital customer journeys, automated programs, or tech-touch Customer Success motions • Experience in B2B SaaS or a similarly complex, technology-driven environment • Strong executive presence and communication skills; comfortable engaging VP+ stakeholders • Ability to interpret dashboards, define KPIs, set guardrails, and translate insights into action • Ability to build trust, collaborate cross-functionally, and operate in a fast-paced, change-heavy environment • Full professional fluency in English, written and spoken, required • Spanish and English fluency required • Familiarity with Customer Success tooling such as Gainsight, Totango, or ChurnZero and CRM systems is a strong plus • Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market CS teams • Experience managing or collaborating with teams across multiple North American markets and time zones • Spanish and/or French (Canadian) bilingual or multilingual skills preferred

🏖️ Benefits

• Above-market total compensation combining base salary, performance-based bonus/variable pay, and equity for eligible roles • Flexible, employee-led remote model • Professional development stipend • Comprehensive health plans • Parental leave plans • Flexible working model with remote, hybrid, or in-person options where applicable