Manager, Customer Success EMEA Scale

About the Role

Samsaras Customer Success team ensures our customers adopt our platform realize measurable business value and renew and expand with confidence. As we continue scaling across EMEA we are evolving our engagement model to serve mid-market and digital customers through a portfolio-based tech-enabled approach.

As Manager of the EMEA Scale Customer Success team you will lead a team responsible for a high-volume portfolio of mid-market customers. You will design and optimize scalable engagement strategies that blend digital programs automation and targeted high-impact human interactions.

This is not a traditional enterprise CS leadership role. It is a builder role for a leader who thrives on creating systems driving commercial outcomes and improving productivity at scale.

You will own retention and value realization across your segment while developing a high-performing inclusive team that delivers measurable business impact.

What Youll Own

• Outcome metrics related to onboarding time-to-value retention and expansion across a large portfolio of Midmarket and SMB accounts
• Segmentation coverage model design and portfolio strategy
• Risk identification and mitigation at scale using data-driven insights.
• Expansion collaboration with Sales to drive growth within accounts.
• Productivity improvements through automation AI and digital engagement programs.
• Performance management coaching and career development of a team of Scale CSMs.

In This Role You Will

• Lead coach and develop a high-performing team managing portfolios of 75150 accounts per CSM.
• Define and continuously optimize scalable engagement playbooks across onboarding adoption renewal and expansion.
• Build a data-driven operating rhythm leveraging Gainsight (or similar tools) to monitor health risk and opportunity signals.
• 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 to increase engagement while improving CSM efficiency.
• Champion experimentation and adoption of AI-powered tools to enhance customer engagement and team productivity.
• Step into critical customer situations and escalations when needed balancing strategic oversight with hands-on leadership.
• Foster an inclusive high-accountability team culture aligned to Samsaras principles:
  • Focus on Customer Success
  • Build for the Long Term
  • Adopt a Growth Mindset
  • Be Inclusive
  • Win as a Team
• Improved onboarding time-to-value across the Scale portfolio.
• Increased GRR and NRR in the EMEA mid-market segment.
• Clear segmentation and engagement model operating effectively.
• Measurable productivity gains through digital programs and AI-enabled workflows.
• Strong team engagement retention and internal talent development.
• Improved visibility into risk and expansion signals through structured reporting and dashboards.

You Should Apply If

• You are energized by building scalable systems rather than managing a small number of high-touch accounts.
• You combine customer empathy with strong commercial discipline.
• You thrive in ambiguity and enjoy bringing structure to fast-growing environments.
• You are excited about leveraging technology automation and AI to transform how Customer Success operates.
• You want to impact industries that power the global economy from transportation and logistics to utilities and public services.

Minimum Requirements

• 5 years of experience in Customer Success or similar function within a SaaS environment.
• 2 years of people management experience leading CSMs or similar customer-facing roles.
• Experience in mid-market tech-touch digital or scaled Customer Success models.
• Demonstrated ownership or significant influence over retention and expansion outcomes.
• Strong analytical capability; comfortable using data to drive prioritization segmentation and performance management.
• Experience building or optimizing scalable engagement playbooks and workflows.
• Proven ability to lead through change in fast-paced high-growth environments.
• Bachelors degree from a 4-year accredited institution.

Ideal Experience

• Business fluency in French Dutch or German
• Led teams where each CSM managed 100 accounts.
• Experience integrating AI or automation into CS workflows to drive measurable productivity improvements.
• Experience with Gainsight or similar customer success platforms.
• Experience partnering closely with Sales on expansion and account strategy.
• Experience operating across multiple countries or within EMEA markets.

Required Experience:

Manager