Manager I, Customer Success

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.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will:

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 Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market segment.
• Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.
• Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.

Culture & Leadership

• Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
• Foster an environment of psychological safety, accountability, and continuous improvement.
• Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.

Minimum requirements for the role:

• 8+ years in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts.
• 3+ years directly managing a team of CSMs or similar roles, including hiring, coaching, performance management, and career development.
• Proven track record driving portfolio-level outcomes: renewal, expansion, adoption, and executive engagement.
• Experience operating in a high-volume, scaled CS environment — managing both tech-touch/digital and high-touch motions simultaneously.
• Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch CS motions.
• Experience in B2B SaaS or a similarly complex, technology-driven environment.
• Strong executive presence and communication skills; comfortable engaging VP+ stakeholders internally and externally.
• Data-driven operating style: able to interpret dashboards, define KPIs, set guardrails, and translate insights into action.
• Demonstrated ability to build trust, collaborate cross-functionally, and operate in a fast-paced, change-heavy environment.
• Full professional fluency in English (written and spoken) — required for customer engagement and internal collaboration across the regions.

An ideal candidate also has:

• Experience leading teams that span both pooled/scale and high-touch/enterprise books of business simultaneously.
• Familiarity with Customer Success tooling (e.g., Gainsight, Totango, ChurnZero) and CRM systems; experience using these platforms to drive digital programs is a strong plus.
• Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market CS teams.
• Background in operations-heavy industries (e.g., transportation, logistics, field services, manufacturing) is a plus.
• Bilingual or multilingual skills — Spanish and/or French (Canadian) preferred, given the North American territory scope (US, Canada, Mexico).
• Experience managing or collaborating with teams across multiple North American markets and time zones.