Director, Scaled Customer Success

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.

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, and automation tools