Manager II, Customer Success
New
S
SamsaraCustomer Success SaaS
This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.Full-TimeManager
SalaryAnnual on-target earnings (OTE) range for full-time employees for this position is $125,902 — $169,280 USD
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Job Details
- Experience
- 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
- Required Skills
- IoTPeople ManagementCustomer SuccessAccount Management
Requirements
- Have 5+ years of experience in Customer Success or Account Management.
- Have 2+ years of direct people management experience leading CSMs or similar customer-facing roles.
- Have experience leading teams whose members each manage portfolios of 100+ accounts.
- Demonstrate experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs.
- Show measurable retention or expansion outcomes from that model.
- Demonstrate ownership of or significant influence over retention and expansion outcomes.
- Use data to drive prioritization, segmentation, and performance management.
- Show the ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment.
- SaaS experience with a hardware or IoT component is an advantage.
- Experience integrating AI into CS workflows to improve team productivity is an advantage.
- Advanced proficiency with Gainsight or a similar customer success platform is an advantage.
- Experience partnering closely with Sales on expansion and account strategy is an advantage.
Responsibilities
- Determine customer segmentation into service tiers and engagement models that combine targeted human interactions with scalable programs.
- Drive retention as the primary lens for operating decisions.
- Partner with Sales to drive growth within accounts.
- Work with CSMs to increase breadth and depth of product adoption.
- Hire, develop, and manage a team of CSMs, each managing portfolios of 100+ accounts.
- Improve measurable output per CSM through AI, automation, digital programs, lifecycle workflows, and smart tooling integrations.
- Champion experimentation and adoption of AI-powered workflows and tools for customer engagement and team productivity.
- Identify and mitigate risk at scale using data-driven insights.
- Partner with Sales, RevOps, Marketing, Product, and Business Technology to improve team productivity and customer experience.
- Step into critical customer situations and provide leadership coverage.
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