Customer Success Manager

🔥 28 minutes ago

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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

• Manage and develop the Canada Scaled Customer Success team covering Commercial and Mid-Market customers • Hire, onboard, and develop high-performing CSM and IC teams • Set expectations, goals, and KPIs including net revenue retention, adoption rates, health scores, business review and implementation completion, and risk management • Run 1:1s, pipeline reviews, and risk reviews; provide coaching and developmental feedback • Manage capacity and account assignments across a high-volume book • Own and continuously improve Canada’s Digital Scale customer journey • Define and execute digital onboarding, adoption, renewal, and health-score plays with Marketing and CS Operations • Ensure measurable customer value through onboarding, adoption, expansion, and renewal motions • Review Customer Success Plans, Business Reviews, and executive-ready materials • Oversee book-of-business risk management and action plans for at-risk accounts • Support high-stakes customer interactions including implementation kickoffs, QBRs, escalation calls, and executive check-ins • Translate company and CS strategy into an operating model for Commercial and Mid-Market segments • Standardize onboarding, business review, risk, and escalation processes across Canada • Use CS platforms, CRM, product analytics, and digital engagement tools to monitor performance and guide decisions • Partner with Enablement, Sales, Renewals, Services, Support, Product, and Operations • Represent the Scale customer voice in internal forums and influence roadmap and policy decisions • Communicate progress, risks, headcount, and territory health to senior leadership • Foster psychological safety, accountability, inclusion, teamwork, and continuous improvement

🎯 Requirements

• 2+ years of experience managing a team • Experience implementing a scaled (low touch) onboarding or account management program • SaaS experience preferred • Strong work ethic, prioritization, and emotional intelligence • 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, change-heavy environment • Strong bias for action and high standards • Bachelor’s degree from a 4-year institution • Legal right to work at Samsara and in the specified work location

🏖️ 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 • Offices available for employees who prefer to work in-person