Director, Scaled 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. About the role: We are seeking a Director of Scale Customer Success to lead our mid-market and commercial customer segment. This role is responsible for driving adoption, expansion, and renewal outcomes across a high-volume portfolio through a blended model of customer success teams and digital channels. This leader will build and operate a scalable, data-driven customer success function that leverages digital engagement, automation, and disciplined operational processes to maximize customer impact and efficiency. This is a remote position open to candidates in the U.S. Relocation assistance will not be provided for this role. In this role, you will: Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments Partner closely with Sales to drive expansion through structured, scalable motions Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion) Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale levering automated, trigger-based engagement strategies Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency Build and continuously optimize coverage models (high-touch, pooled, and digital) Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices Hire, develop and lead an inclusive, engaged, and high performing team Minimum requirements for the role: 8+ years of experience in Customer Success, Account Management, or related GTM roles, with at least 5+ years in a leadership capacity Proven experience managing mid-market or commercial segments at scale Strong track record of owning and delivering on retention and expansion metrics (GRR, NRR) Demonstrated ability to design and implement scalable coverage models and digital customer success strategies Deep operational expertise in forecasting, segmentation, and productivity management Experience leveraging customer success platforms, CRM systems, and marketing automation tools Excellent cross-functional leadership and communication skills An ideal candidate also has: Implemented a transformational AI program that improved the customer experience and generated breakthrough improvements in team efficiency Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below. Annual OTE Salary $132,160—$188,800 USD Total Rewards At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Belonging at Samsara At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.