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About this role
Who we are
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.
About the Role
Samsara’s Customer Success team ensures our customers adopt our platform, realize measurable business value, and renew and expand with confidence. As we continue scaling across EMEA, we are evolving our engagement model to serve mid-market and digital customers through a portfolio-based, tech-enabled approach.
As Manager of the EMEA Scale Customer Success team, you will lead a team responsible for a high-volume portfolio of mid-market customers. You will design and optimize scalable engagement strategies that blend digital programs, automation, and targeted high-impact human interactions.
This is not a traditional enterprise CS leadership role. It is a builder role for a leader who thrives on creating systems, driving commercial outcomes, and improving productivity at scale.
You will own retention and value realization across your segment, while developing a high-performing, inclusive team that delivers measurable business impact.
What You’ll Own
- Outcome metrics related to onboarding, time-to-value, retention and expansion across a large portfolio of Midmarket and SMB accounts
- Segmentation, coverage model design, and portfolio strategy
- Risk identification and mitigation at scale using data-driven insights.
- Expansion collaboration with Sales to drive growth within accounts.
- Productivity improvements through automation, AI, and digital engagement programs.
- Performance management, coaching, and career development of a team of Scale CSMs.
In This Role, You Will
- Lead, coach, and develop a high-performing team managing portfolios of 75–150+ accounts per CSM.
- Define and continuously optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion.
- Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health, risk, and opportunity signals.
- Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology to align customer insights with go-to-market execution.
- Drive digital programs and lifecycle campaigns to increase engagement while improving CSM efficiency.
- Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity.
- Step into critical customer situations and escalations when needed, balancing strategic oversight with hands-on leadership.
- Foster an inclusive, high-accountability team culture aligned to Samsara’s principles:
- Focus on Customer Success
- Build for the Long Term
- Adopt a Growth Mindset
- Be Inclusive
- Win as a Team
- Improved onboarding time-to-value across the Scale portfolio.
- Increased GRR and NRR in the EMEA mid-market segment.
- Clear segmentation and engagement model operating effectively.
- Measurable productivity gains through digital programs and AI-enabled workflows.
- Strong team engagement, retention, and internal talent development.
- Improved visibility into risk and expansion signals through structured reporting and dashboards.
You Should Apply If
- You are energized by building scalable systems rather than managing a small number of high-touch accounts.
- You combine customer empathy with strong commercial discipline.
- You thrive in ambiguity and enjoy bringing structure to fast-growing environments.
- You are excited about leveraging technology, automation, and AI to transform how Customer Success operates.
- You want to impact industries that power the global economy — from transportation and logistics to utilities and public services.
Minimum Requirements
- 5+ years of experience in Customer Success or similar function within a SaaS environment.
- 2+ years of people management experience leading CSMs or similar customer-facing roles.
- Experience in mid-market, tech-touch, digital, or scaled Customer Success models.
- Demonstrated ownership or significant influence over retention and expansion outcomes.
- Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.
- Experience building or optimizing scalable engagement playbooks and workflows.
- Proven ability to lead through change in fast-paced, high-growth environments.
- Bachelor’s degree from a 4-year accredited institution.
Ideal Experience
- Business fluency in French, Dutch or German
- Led teams where each CSM managed 100+ accounts.
- Experience integrating AI or automation into CS workflows to drive measurable productivity improvements.
- Experience with Gainsight or similar customer success platforms.
- Experience partnering closely with Sales on expansion and account strategy.
- Experience operating across multiple countries or within EMEA markets.
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. If you’re ready to build for the long term and own the outcome, your journey starts here.
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
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
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 @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.