Manager I, Customer Success Manager

The role

You will manage a high-performing team of CSMs covering the Canada segment. You will improve the Scaled Customer Success motion and provide coaching to team members.

What you will do

• Hire, onboard, and develop a high-performing team of ICs and CSMs.
• Manage individual performance.
• Deliver results across team KPIs and org level OKRs.
• Identify and implement process-improvement opportunities.
• Set clear expectations, goals, and KPIs.
• Run structured 1:1s, pipeline reviews, and risk reviews.
• Own and continuously improve the Digital Scale journey for Canada.
• Define and execute digital plays in partnership with Marketing and CS Operations.
• Ensure the team drives measurable value for Commercial and Mid-Market customers.
• Partner with Sales on account planning and expansion strategy.

Required qualifications

• 2+ years of experience managing a team
• Experience implementing a scaled (low touch) onboarding or account management program
• 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, and change-heavy environment
• Strong bias for action, the ability to think big, with insistence on high standards
• Bachelor’s degree from a 4-year institution

Nice to have

• SaaS experience

Benefits

• Base salary
• Performance-based bonus/variable pay
• Equity (for eligible roles)
• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health and parental leave plans

Before you apply

• All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location

About the company

Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data. The company helps improve the safety, efficiency and sustainability of physical operations.