CSM (Customer Success Manager)

Improve the safety, efficiency, and sustainability of the operations that power the global economy.
Samsara (NYSE: IOT) is the pioneer of the Connected OperationsTM 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.
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.
Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. 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.
At Samsara, we win together, celebrate together and support each other. net revenue retention, adoption rates, health scores, business review completion, risk management).
deliver consistent coaching and developmental feedback.
Manage capacity and account assignment across a high-volume book to balance CSM workload and customer coverage.
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.
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.
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.
Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
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.
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.
Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.
8+ years in Cust