Manager I, Customer Success

Who we are 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. Manager, Customer Success — Scale Mexico About the Role The Manager, Customer Success — Scale leads the entire Scale (Mid-Market) segment for Mexico, owning both the high-touch and digital success motions across our Scale Segment. This role is responsible for a team of Customer Success Managers who manage a large, geographically diverse book of mid-market accounts, combining personal engagement with scaled, tech-touch programs to drive adoption, retention, and growth at volume.   In addition to leading a team, this leader will directly own and evolve the Digital Scale journey — designing and operating the automated, data-driven customer experience that serves the long tail of the Mexico Mid-Market portfolio. You will partner closely with Sales, Services, Support, Product, and Marketing to build a repeatable, high-quality success motion that works at scale.   Spanish and English fluency is required. Multilingual capabilities (particularly French) are a strong advantage given the breadth of the North American territory.   Key Responsibilities Team Leadership & Performance • Hire, onboard, and develop a high-performing team of CSMs covering the Mexico (Mid-Market) segment. • Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review 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 CSM workload and customer coverage.   Digital Scale Program Ownership • Own and continuously improve the Digital Scale journey for Mexico. In some case this journey will affect all customers in North America — the automated, tech-touch customer experience for the mid-market segment. • Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations. • Analyze engagement data to identify gaps, optimize messaging cadence, and improve conversion and retention outcomes at scale. • Ensure a seamless transition between digital and human-led touchpoints, maintaining a consistent customer experience across both motions. • Stay current with best practices in digital CS and bring innovative ideas to scale the team's impact without sacrificing quality.   Customer Outcomes & Execution • Ensure the team drives measurable value for 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 CSMs in high-stakes customer moments (QBRs, escalation calls, executive check-ins) as needed.   Strategy, Process & Enablement • Translate company and CS strategy into a clear operating model for the Scale segment — defining cadence, plays, and standards for both high-touch and digital motions. • Standardize and improve core processes across the regions (onboarding-to-steady-state handoff, BR 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 segment. • Partner with Sales on account planning, expansion strategy, and commercial alignment across mid-market accounts. • Provide structured feedback to Product and Operati