Manager I, Customer Success Manager

About the role:

Samsara’s Canada Scaled Customer Success team advises and guides our Scaled customer base, ensuring they implement and adopt Samsara, and continuously gain business value from our products using digital communications and self-serve resources. As the manager of the Scaled Customer Success team, you will improve our Scaled Customer Success motion, provide focused coaching for each team member, and be an inspiring leader who establishes an energizing team culture for the team. 

This is a remote position open to candidates residing in Canada.

 

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• Hire, onboard, and develop a high-performing team of ICs and CSMs covering the Canada (Mid-Market) segment.
• Manage individual performance
• Deliver results across team KPIs and org level OKRs
• Identify and implement process-improvement opportunities; such as systems efficiency gains and leaning into data resulting in increased automation
• Lead from the front with a willingness to get hands dirty

Team Leadership & Performance

• Hire, onboard, and develop a high-performing team of CSMs covering the Canada (Commercial & Mid-Market) segment.
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review and implementation completion, risk management).
• Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.
• Recognize and grow top talent; address underperformance quickly and fairly.
• Manage capacity and account assignment across a high-volume book to balance IC and CSM workload and customer coverage. 

Digital Scale Program Ownership

• Own and continuously improve the Digital Scale journey for Canada.
• Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations.

Customer Outcomes & Execution

• Ensure the team drives measurable value for Commercial and Mid-Market customers through structured onboarding, adoption, expansion, and renewal motions.
• Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio.
• Oversee book-of-business risk management, ensure early identification, clear ownership, and documented action plans for at-risk accounts.
• Support ICs and CSMs in high-stakes customer moments (Implementation kickoffs, QBRs, escalation calls, executive check-ins) as needed.

Strategy, Process & Enablement

• Translate company and CS strategy into a clear operating model for the Commercial and Mid-Market segment, defining cadence, plays, and standards for both low-touch and digital motions.
• Standardize and improve core processes across Canada (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths).
• Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
• Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.

Cross-Functional Collaboration

• Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the segment.
• Partner with Sales on account planning, expansion strategy, and commercial alignment across Mid-Market accounts.
• Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the Commercial and Mid-Market segments.
• Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.

Culture & Leadership

• Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
• Foster an environment of psychological safety, accountability, and continuous improvement.
• Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.

Minimum requirements for the role:

• 2+ years of experience managing a team
• Experience implementing a scaled (low touch) onboarding or account management program. SaaS experience preferred.
• This is a demanding position with high internal visibility that requires strong work ethic, prioritization, and high emotional intelligence 
• 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