Manager I, Customer Success Manager
SamsaraFleet Management company
Canada$134,172.50 - $173,635 USDManager
Andreessen Horowitz
General Catalyst
Tiger Global Management
Dragoneer Investment Group
General Atlantic
AllianceBernstein
Sales & Account Management
About the role
TL;DR
Manage a Customer Success team, improve scaled customer success, and drive customer value.
- •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.
- •Key Responsibilities Hire, onboard, and develop a high-performing team of CSMs covering the Canada (Commercial & Mid-Market) segment.
- •Manage individual performance and 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.
- •Own and continuously improve the Digital Scale journey for Canada.
- •Ensure the team drives measurable value for Commercial and Mid-Market customers through structured onboarding, adoption, expansion, and renewal motions.
- •Requirements 2+ years of experience managing a team.
- •Experience implementing a scaled (low touch) onboarding or account management program.
- •SaaS experience preferred.
- •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.
Required skills
Customer SuccessAccount ManagementCustomer OnboardingImplementation Management
Nice-to-have skills
SalesforceHubSpotCRM
Domain expertise
logisticsautomotive
Benefits & perks
Equity, Professional development stipend, Comprehensive health plans, Parental leave
Tech stack
GitLinuxJiraConfluenceSlack