[Hiring] Manager I, Customer Success Manager @Samsara

Role Description

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.

Benefits

• Annual on-target earnings (OTE) range for full-time employees for this position is $134,172.50 — $173,635 USD.
• Compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
• Flexible, employee-led remote model.
• Professional development stipend.
• Comprehensive health and parental leave plans.