Manager I, Customer Success Manager

About the role

Samsara is looking for a manager to lead the Canada Scaled Customer Success team. You will be responsible for improving the scaled customer success motion, coaching team members, and fostering an energizing team culture. This role focuses on driving customer value through digital communications and self-serve resources for the Commercial and Mid-Market segments.

Responsibilities

• Hire, onboard, and develop a high-performing team of CSMs covering the Canada segment.
• Set clear expectations, goals, and KPIs including net revenue retention, adoption rates, and health scores.
• Manage capacity and account assignment across a high-volume book to balance workload and customer coverage.
• Own and continuously improve the Digital Scale journey for Canada by defining and executing digital plays.
• Ensure the team drives measurable value through structured onboarding, adoption, expansion, and renewal motions.
• Oversee book-of-business risk management and ensure documented action plans for at-risk accounts.
• Translate company and CS strategy into a clear operating model for the Commercial and Mid-Market segment.
• Partner with Sales on account planning, expansion strategy, and commercial alignment.

Required skills

• Team management
• Customer Success
• SaaS
• CRM
• Gainsight
• Totango
• Account management

Nice to have

• SaaS experience

Qualifications

• Bachelor’s degree from a 4-year institution

Benefits

• Professional development stipend
• Health insurance
• Parental leave

About the Company

Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness IoT data to develop actionable insights and improve their operations. The company helps improve the safety, efficiency, and sustainability of physical operations across industries like agriculture, construction, and manufacturing.