Manager, Account Management
New
S
SamsaraCustomer Success SaaS
Remote - CA; Remote - IL; Remote - TX; Remote - WA. This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeManager
SalaryAnnual on-target earnings (OTE) range for full-time employees for this position: $125,902 — $190,440 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in Customer Success or Account Management; 2+ years of direct people management experience
- Required Skills
- Data AnalysisPeople ManagementCustomer SuccessAccount Management
Requirements
- Bring 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, with each team member managing a portfolio of 100+ accounts.
- Demonstrate experience building or significantly redesigning a scale, tech-touch, or digital CS model for pooled CSMs with measurable retention or expansion outcomes.
- 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.
- Preferred: experience at a SaaS company with a hardware or IoT component.
- Preferred: experience integrating AI into CS workflows to improve team productivity.
- Preferred: advanced proficiency with Gainsight or a similar customer success platform.
- Preferred: experience partnering closely with Sales on expansion and account strategy.
Responsibilities
- Set customer segmentation and service tiers with engagement models combining targeted human interactions and scalable programs for a high-volume US private-sector portfolio.
- Drive retention as the primary lens for operating decisions and renewal outcomes.
- Partner with Sales to drive account growth and expansion.
- Work with CSMs to increase the 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 customer risk at scale using data-driven insights.
- Partner with Sales, RevOps, Marketing, Product, and Business Technology to improve productivity and customer experience.
- Step into critical customer situations and provide leadership coverage, balancing strategic oversight with hands-on resolution.
View Full Description & ApplyYou'll be redirected to the employer's site
