Samsara·Canada·11 авг.
Manager I, Customer Success Manager
🌍 УдалённоБез опытаПолная занятость🌐 Глобал
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Наша компания
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
О роли
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
Чем предстоит заниматься
This is a remote position open to candidates residing in Canada
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
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
Наши требования
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
Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence
Annual OTE Salary
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our 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. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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, if applicable
Belonging at Samsara
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in .com, @us-greenhouse-mail.io or .guide.co
Дополнительно
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
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
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
$134,172.50—$173,635 USD
Технологии и навыки
Samsara
Canada
ГрейдБез опыта
ЗанятостьПолная занятость
РегионКанада
ФорматУдалённо
ИсточникСкрыто
Опубликовано11 авг.
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