Customer Success Manager II

Samsara

. Lead the US Scale Customer Success team serving a high-volume portfolio of mid-market and large commercial private-sector customers .

Posted 10/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $125,902 - $190,440 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Customer Success teams, focusing on engagement models, retention strategies, and AI-driven workflows. Proven ability to manage large portfolios and drive measurable outcomes through data analysis and collaboration with cross-functional teams.

Highest-signal resume keywords

Customer Success LeadershipAI-Driven Engagement ProgramsData-Driven InsightsRetention and Expansion StrategiesPeople Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Success ManagementAccount ManagementData AnalysisPerformance ManagementCustomer SegmentationRetention StrategiesExpansion OutcomesDigital Engagement ModelsLifecycle WorkflowsAI Integration

Soft Skills

CoachingLeadershipAdaptabilityCollaborationProblem-Solving

Tools & Technologies

GainsightCustomer Success PlatformsAutomation ToolsDigital ProgramsAI-Powered Workflows

Industry Keywords

SaaSIoTHigh-Volume EnvironmentMid-Market CustomersCommercial Private-Sector

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Lead the US Scale Customer Success team serving a high-volume portfolio of mid-market and large commercial private-sector customers
Build and improve the team’s engagement model, playbooks, and digital, automated, lifecycle, and AI-driven engagement programs
Coach CSMs from activity-based to outcome-based work
Set the standard for Scale Customer Success and improve team effectiveness
Define customer segmentation into service tiers and engagement models
Drive retention and renewal outcomes
Partner with Sales to drive account expansion
Drive breadth and depth of product adoption with CSMs
Hire, develop, and manage CSMs managing portfolios of 100+ accounts
Improve productivity through AI, automation, digital programs, lifecycle workflows, and tooling integrations
Champion AI-powered workflows and tools
Identify and mitigate risk using data-driven insights
Partner with Sales, RevOps, Marketing, Product, and Business Technology
Personally lead critical customer escalations and provide leadership coverage

Requirements

What you’ll need

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
Experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs with measurable retention or expansion outcomes
Ownership of or significant influence over retention and expansion outcomes
Strong analytical capability and experience using data for prioritization, segmentation, and performance management
Ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment
Experience at a SaaS company with a hardware or IoT component
Experience integrating AI into CS workflows to drive measurable team productivity
Advanced proficiency with Gainsight or similar customer success platforms
Experience partnering closely with Sales on expansion and account strategy
Must reside in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area

Benefits

Comp & perks

Above-market total compensation combining base salary, performance-based bonus/variable pay, and equity for eligible roles
Flexible, employee-led remote model
Professional development stipend
Comprehensive health plans
Parental leave plans
Flexible working model with remote, hybrid, or on-site options where applicable
Equal opportunity and reasonable accommodations