Director, Scaled Customer Success — Remote

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 leveraging 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 Total Rewards $132,160 — $188,800 USD. 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 View email address on click.appcast.io or click here if you require any reasonable accommodations throughout the recruiting process. Samsara's Mission Improve the safety, efficiency, and sustainability of the operations that power the global economy. #J-18808-Ljbffr Samsara