Samsara is seeking a Manager, Customer Success to lead our EMEA Scale Customer Success team. This is a builder role responsible for a high-volume portfolio of mid-market customers, focused on designing scalable engagement strategies that blend digital programs, automation, and targeted human interactions to drive commercial outcomes and productivity at scale.
What You'll Do
- Own outcome metrics related to onboarding, time-to-value, retention and expansion across a large portfolio of Midmarket and SMB accounts.
- Own segmentation, coverage model design, and portfolio strategy.
- Own risk identification and mitigation at scale using data-driven insights.
- Own expansion collaboration with Sales to drive growth within accounts.
- Own productivity improvements through automation, AI, and digital engagement programs.
- Own performance management, coaching, and career development of a team of Scale CSMs.
- Lead, coach, and develop a high-performing team managing portfolios of 75–150+ accounts per CSM.
- Define and continuously optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion.
- Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health, risk, and opportunity signals.
- Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology.
- Drive digital programs and lifecycle campaigns to increase engagement while improving CSM efficiency.
- Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity.
- Step into critical customer situations and escalations when needed.
- Foster an inclusive, high-accountability team culture aligned to Samsara’s principles.
What We're Looking For
- 5+ years of experience in Customer Success or similar function within a SaaS environment.
- 2+ years of people management experience leading CSMs or similar customer-facing roles.
- Experience in mid-market, tech-touch, digital, or scaled Customer Success models.
- Demonstrated ownership or significant influence over retention and expansion outcomes.
- Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.
- Experience building or optimizing scalable engagement playbooks and workflows.
- Proven ability to lead through change in fast-paced, high-growth environments.
- Bachelor’s degree from a 4-year accredited institution.
Nice to Have
- Business fluency in French, Dutch or German.
- Led teams where each CSM managed 100+ accounts.
- Experience integrating AI or automation into CS workflows to drive measurable productivity improvements.
- Experience with Gainsight or similar customer success platforms.
- Experience partnering closely with Sales on expansion and account strategy.
- Experience operating across multiple countries or within EMEA markets.
Technical Stack
- Gainsight or similar customer success platforms
Team & Environment
You will be the Manager of the EMEA Scale Customer Success team, leading a team of Scale CSMs.
Benefits & Compensation
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
Work Mode
This is a hybrid role based in the EMEA region.
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.
