Outcome metrics related to onboarding, time-to-value, retention and expansion across a large portfolio of Midmarket and SMB accounts
Segmentation, coverage model design, and portfolio strategy
Risk identification and mitigation at scale using data-driven insights.
Expansion collaboration with Sales to drive growth within accounts.
Productivity improvements through automation, AI, and digital engagement programs.
Performance management, coaching, and career development of a team of Scale CSMs.
Lead, coach, and develop a high-performing team managing portfolios of 75–150+ accounts per CSM.
Define and continuously optimize scalable engagement playbooks across onboarding, adoption, renewal, and expansion.
Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health, risk, and opportunity signals.
Partner cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology to align customer insights with go-to-market execution.
Drive digital programs and lifecycle campaigns to increase engagement while improving CSM efficiency.
Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity.
Step into critical customer situations and escalations when needed, balancing strategic oversight with hands-on leadership.
Foster an inclusive, high-accountability team culture aligned to Samsara’s principles:
- Focus on Customer Success
Build for the Long Term
Adopt a Growth Mindset
Be Inclusive
Win as a Team
You are energized by building scalable systems rather than managing a small number of high-touch accounts.
You combine customer empathy with strong commercial discipline.
You thrive in ambiguity and enjoy bringing structure to fast-growing environments.
You are excited about leveraging technology, automation, and AI to transform how Customer Success operates.
You want to impact industries that power the global economy — from transportation and logistics to utilities and public services.
5+ years of experience in Customer Success or similar function within a SaaS environment.
2+ years of people management experience leading CSMs or similar customer-facing roles.
Experience in mid-market, tech-touch, digital, or scaled Customer Success models.
Demonstrated ownership or significant influence over retention and expansion outcomes.
Strong analytical capability; comfortable using data to drive prioritization, segmentation, and performance management.
Experience building or optimizing scalable engagement playbooks and workflows.
Proven ability to lead through change in fast-paced, high-growth environments.
Bachelor’s degree from a 4-year accredited institution.
Business fluency in French, Dutch or German
Led teams where each CSM managed 100+ accounts.
Experience integrating AI or automation into CS workflows to drive measurable productivity improvements.
Experience with Gainsight or similar customer success platforms.
Experience partnering closely with Sales on expansion and account strategy.
Experience operating across multiple countries or within EMEA markets.