Implementation Manager, Public Sector Customer Success

About the role:

The Customer Success team at Samsara partners with customers to drive adoption, deliver measurable business value, and build long-term relationships from onboarding through renewal and advocacy. As a Senior Manager on the Mid-Market Customer Success team, you will lead and develop a high-performing group of CSMs, evolve our customer engagement model, and build a strong, motivating team culture. This role blends strategic thinking with hands-on leadership and is ideal for someone passionate about coaching talent, scaling impact, and helping customers succeed at every stage of their journey.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.  

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 Customer Success teams. 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 the ongoing success, value realization, and risk management of Samsara’s Mid-Market Scale customer segment, consistently meeting or exceeding KPIs.
• Define and execute scalable, long-term customer success strategies, including standardized playbooks for onboarding, adoption, expansion, and renewal.
• Lead and support the CSM team through critical customer engagements
• 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:

• 5+ years as an individual contributor within Customer Success, account management, or strategic consulting roles.
• 3+ years in a people manager or leadership role preferred.
• Bachelor's degree from a 4-year accredited institution.

An ideal candidate also has:

• Experience working for a SaaS company
• Led a team where each team member managed a portfolio of 50+ accounts.
• Experience with “Tech Tech”, Scale, or Digital Customer Success programs.
• Experience Integrating AI/automation into customer success workflows to drive team members' productivity gains.
• Experience using Gainsight.