Samsara is hiring a Director, Scaled Customer Success

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: We are seeking a Director of Scale Customer Success to lead our mid-market and commercial customer segment. This role is responsible for driving adoption, expansion, and renewal outcomes across a high-volume portfolio through a blended model of customer success teams and digital channels. This leader will build and operate a scalable, data-driven customer success function that leverages digital engagement, automation, and disciplined operational processes to maximize customer impact and efficiency. This is a remote position open to candidates in the U.S. Relocation assistance will not be provided for this role. In this role, you will: - Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments - Partner closely with Sales to drive expansion through structured, scalable motions - Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix - Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion) - Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale levering automated, trigger-based engagement strategies - Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency - Build and continuously optimize coverage models (high-touch, pooled, and digital) - Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices - Hire, develop and lead an inclusive, engaged, and high performing team Minimum requirements for the role: - 8+ years of experience in Customer Success, Account Management, or related GTM roles, with at least 5+ years in a leadership capacity - Proven experience managing mid-market or commercial segments at scale - Strong track record of owning and delivering on retention and expansion metrics (GRR, NRR) - Demonstrated ability to design and implement scalable coverage models and digital customer success strategies - Deep operational expertise in forecasting, segmentation, and productivity management - Experience leveraging customer success platforms, CRM systems, and marketing automation tools - Excellent cross-functional leadership and communication skills An ideal candidate also has: - Implemented a transformational AI program that improved the customer experience and generated breakthrough improvements in team efficiency