Manager I, Customer Success
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.
Manager, Customer Success — Scale Mexico
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.
Key Responsibilities
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 CSM