At a Glance
- Tasks: Lead a dynamic team to enhance customer success across mid-market accounts.
- Company: Join Samsara, a pioneering tech company transforming global operations.
- Benefits: Enjoy competitive pay, flexible work options, and professional growth opportunities.
- Other info: Embrace a culture of inclusivity and innovation while building for the future.
- Why this job: Make a real impact in industries that drive the global economy.
- Qualifications: 5+ years in Customer Success with strong leadership and analytical skills.
The predicted salary is between 36000 - 60000 £ per year.
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.
About the Role
Samsara’s 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 You’ll 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 75–150+ 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
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
Ideal Experience
- 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
- Bachelor’s degree from a 4-year accredited institution
Total Rewards
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.
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.
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.
Manager, Customer Success EMEA Scale employer: Samsara
Samsara is an exceptional employer that empowers its employees to drive meaningful change in the global economy through innovative technology and a supportive work culture. With a focus on professional development, flexible working arrangements, and a commitment to inclusivity, Samsara fosters an environment where team members can thrive and make a significant impact. As part of a high-growth public company, employees enjoy competitive compensation packages and the opportunity to shape the future of Customer Success across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success EMEA Scale
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can help them achieve their goals, especially in Customer Success.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Manager, Customer Success EMEA Scale
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the role. Highlight your experience in Customer Success and how it aligns with our mission at Samsara. We want to see how you can bring value to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share your successes! Use metrics and examples to demonstrate how you've driven retention and expansion in previous roles. We love seeing tangible results!
Be Authentic:Let your personality shine through in your application. We’re looking for genuine candidates who are excited about building scalable systems and making an impact. Don’t be afraid to show us who you are!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Samsara
✨Know Your Numbers
Before the interview, brush up on key metrics related to customer success, such as retention rates and time-to-value. Be ready to discuss how you've used data to drive decisions in previous roles, especially in a SaaS environment.
✨Showcase Your Leadership Style
Prepare to talk about your experience leading teams, particularly in high-volume environments. Share specific examples of how you've developed team members and fostered an inclusive culture, aligning with Samsara's principles.
✨Embrace Technology
Familiarise yourself with tools like Gainsight or similar platforms. Be prepared to discuss how you've integrated technology and automation into customer success workflows to improve efficiency and outcomes.
✨Align with Company Values
Research Samsara’s mission and values thoroughly. During the interview, demonstrate how your personal values align with theirs, particularly around customer success, long-term thinking, and teamwork.
