Manager, Customer Success Account Management

About this role

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.

About the role:

Samsara's Account Management team ensures our customers adopt our platform, realize measurable business value, and renew with confidence. As Manager II on the Mid-Market Account Management team, you will lead a team of Account Managers responsible for driving adoption, value realization, and renewal outcomes across a portfolio of US Private Mid-Market customers. You will also collaborate extensively with the new business Sales team to drive account growth.

This is a leadership role at the center of a major transformation. We have combined two historically separate roles, one focused on adoption and one focused on renewals, into a single Account Manager role that owns the full post-sale customer lifecycle through to the renewal negotiation and close. You will be on a founding team of Account Management leaders shaping what this new model looks like in practice. That means coaching your team through a significant shift in how they work, building the playbooks and inspection rhythms that make it successful, and helping establish the standard for how Samsara partners with customers from first value to renewal. The expectation is not just to run the team well, it is to make it fundamentally better.

On average, your Account Managers will have a portfolio of 100+ accounts, so you will need to use data, automation, and AI to help your team focus where it matters most.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

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 Account Management team. 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 own:

• Renewal outcomes: Own team performance against renewal rate quota, with accountability for both the quality of the customer relationship and the commercial close

• Adoption and value realization: Ensure your Account Managers drive breadth and depth of product adoption and help customers realize and articulate measurable business value

• Change leadership: Lead your team through the transition from separate adoption and renewal roles to a unified Account Manager role, building new skills, habits, and confidence across the team

• Portfolio prioritization: Determine how Account Managers focus their time across a high-volume account portfolio

• Forecast accuracy and risk management: Drive forecast discipline and early visibility into renewal risk and opportunity, using data to identify systemic trends and intervene proactively

• Negotiation and deal coaching: Coach Account Managers on renewal negotiation strategy and step in directly on complex or high-value renewals

• People leadership: Hire, develop, and manage a team of Account Managers

• AI-forward: Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity

• Expansion collaboration: Partner with Sales to identify and drive growth within accounts

• Cross-functional leadership: Partner with teams such as Sales, Support, RevOps, Finance, Legal, Marketing, and Product to improve team productivity and customer experience

• Escalation leadership: Step into critical customer situations and provide leadership coverage when it matters, balancing strategic oversight with hands-on resolution

• Operational excellence: Establish inspection rhythms, deal reviews, and CRM hygiene standards, and share best practices with your peer managers to build a consistent model across the organization

• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be…