Manager I, Customer Success Manager

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 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.

This is a remote position open to candidates residing in Canada.

In this role, you will:

• Hire, onboard, and develop a high-performing team of ICs and CSMs covering the Canada (Mid-Market) segment.
• Manage individual performance
• 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
• Lead from the front with a willingness to get hands dirty
• Hire, onboard, and develop a high-performing team of CSMs covering the Canada (Commercial & Mid-Market) segment.
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review and implementation completion, risk management).
• Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.
• Recognize and grow top talent; address underperformance quickly and fairly.
• Manage capacity and account assignment across a high-volume book to balance IC and CSM workload and customer coverage.
• Own and continuously improve the Digital Scale journey for Canada.
• Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations.

Customer Outcomes & Execution

• Ensure the team drives measurable value for Commercial and Mid-Market customers through structured onboarding, adoption, expansion, and renewal motions.
• Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio.
• Oversee book-of-business risk management, ensure early identification, clear ownership, and documented action plans for at-risk accounts.
• Support ICs and CSMs in high-stakes customer moments (Implementation kickoffs, QBRs, escalation calls, executive check-ins) as needed.

Strategy, Process & Enablement

• Translate company and CS strategy into a clear operating model for the Commercial and Mid-Market segment, defining cadence, plays, and standards for both low-touch and digital motions.
• Standardize and improve core processes across Canada (onboarding-to-steady-state handoff,   cadence, risk playbooks, escalation paths).
• Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
• Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.

Cross-Functional Collaboration

• Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the…