Manager, Customer Success EMEA Scale

📋 Description

• • As Manager of the EMEA Scale Customer Success team at Samsara, you will lead a high-volume portfolio of mid-market customers, designing and optimizing scalable engagement strategies that blend digital programs, automation, and targeted human interactions to drive retention, expansion, and measurable business value.
• • You will own outcome metrics related to onboarding, time-to-value, retention, and expansion across a large portfolio of Midmarket and SMB accounts, while building data-driven operating rhythms using tools like Gainsight to monitor health, risk, and opportunity signals at scale.
• • You will lead, coach, and develop a high-performing team of Scale CSMs managing 75–150+ accounts each, fostering an inclusive, high-accountability culture aligned with Samsara’s principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.
• • You will 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, and champion experimentation with AI-powered tools to enhance customer engagement and team productivity.
• • You will step into critical customer situations and escalations when needed, balancing strategic oversight with hands-on leadership, while driving measurable improvements in GRR and NRR, onboarding efficiency, team retention, and internal talent development across the EMEA mid-market segment.