Manager II, Customer Success

About the role

You will determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector.

You will drive retention as the primary lens for every operating decision, not a reporting exercise.

You will partner with Sales to drive growth within accounts.

You will work with CSMs to drive breadth and depth of product adoption.

You will hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts.

You will drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations.

You will champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.

Responsibilities

• Determine customer segmentation into service tiers and engagement models that blend targeted human interactions and scalable programs for a high-volume portfolio of mid-market accounts in the US private sector.
• Drive retention as the primary lens for every operating decision, not a reporting exercise.
• Partner with Sales to drive growth within accounts.
• Work with CSMs to drive breadth and depth of product adoption.
• Hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts.
• Drive measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations.
• Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.

Requirements

• 5+ years of experience in Customer Success or Account Management
• 2+ years of direct people management experience leading CSMs or similar customer-facing roles with a portfolio of 100+ accounts each
• Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs with measurable retention or expansion outcomes
• Demonstrated ownership or significant influence 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