Director, Scaled Customer Success

📋 Description

• Take ownership of gross and net revenue retention (GRR and NRR) for the mid-market and commercial sectors.

• Collaborate closely with the Sales team to foster growth through structured and scalable initiatives.

• Establish a segmentation strategy for mid-market and commercial clients based on ARR, complexity, lifecycle stage, and product offering.

• Create lifecycle-oriented customer journeys that encompass onboarding, adoption, renewal, and expansion.

• Utilize various tools (e.g., CRM, customer success platforms, marketing automation) to streamline customer interactions through automated, trigger-based engagement strategies.

• Incorporate AI-driven workflows for risk identification, adoption support, and enhancing customer engagement efficiency.

• Develop and continuously refine coverage models (high-touch, pooled, and digital) to optimize customer success.

• Advocate for and exemplify Samsara’s cultural principles as we expand globally and open new offices.

• Recruit, nurture, and lead a diverse, engaged, and high-performing team.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success, Account Management, or similar go-to-market roles.

• Demonstrated experience managing mid-market or commercial segments at scale.

• A strong history of owning and achieving retention and expansion metrics (GRR, NRR).

• Proven capability to design and implement scalable coverage models and digital customer success strategies.

• Extensive operational knowledge in forecasting, segmentation, and productivity management.

• Experience in utilizing customer success platforms, CRM systems, and marketing automation tools.

• Exceptional cross-functional leadership and communication abilities.

🏝️ Benefits

• Flexible, employee-driven remote work model.

• Professional development stipend available.

• Comprehensive health and parental leave benefits.

• Competitive total compensation that includes base salary, performance-based bonuses/variable pay, and equity.