Manager, Customer Success EMEA Scale
S
SamsaraSaaS
Remote - UKFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 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.
- Required Skills
- Artificial IntelligenceData AnalysisPeople ManagementAnalytical SkillsCustomer SuccessSaaS
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.
Responsibilities
- 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.
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