Strategic Customer Success Manager

Remote from: Mexico
Salary, yearly, MXN: 841,500 - 990,000
Department: Customer Success
Employment type: Full Time,
Job posted: 7 Jun 2026
Apply before: 7 Jul 2026
Experience level: Senior
Views / Applies: 19 / 4

Samsara provides software and insights for physical operations to help businesses operate their physical operations more efficiently.

Computer Software
2015

Actively Hiring

AI Summary

Samsara, a leader in IoT for physical operations, is seeking a Strategic Customer Success Manager to partner with its largest, most complex customers. The role involves driving customer value through strategic consulting, success planning, and cross-functional collaboration to ensure renewals and expansions. Ideal candidates are problem-solvers who thrive in a fast-paced, hyper-growth environment and have strong relationship-building skills. The position offers autonomy and the opportunity to shape the future of the Customer Success team. This role is critical in helping industries like transportation and agriculture improve safety, efficiency, and sustainability.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role demands strategic thinking, deep industry knowledge, and the ability to manage high-stakes customer relationships, making it challenging and requiring significant expertise.

Salary Analysis

AI Insight The offered salary range of MXN 841,500 to 990,000 is competitive for a Strategic Customer Success Manager in Mexico, falling near the median of the local market. Given the critical nature of the role and the company's growth, there may be room for negotiation, especially for exceptional candidates.

Key Skills

Strategic Planning Customer Success IoT Cross-functional Collaboration Relationship Management Data Analysis Executive Communication Account Management SaaS Business Consulting

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my enthusiasm for the Strategic Customer Success Manager position at Samsara. With over X years of experience in customer success within the SaaS and IoT sectors, I have a proven track record of driving value for enterprise clients through strategic partnerships and data-driven insights.

In my previous role at [Company], I successfully managed a portfolio of strategic accounts, achieving a 95% renewal rate and expanding revenue by 30% through targeted upsells and cross-sells. I am particularly drawn to Samsara's mission of transforming physical operations and the opportunity to work with industry leaders.

My strengths in cross-functional collaboration and executive communication align perfectly with the requirements of this role. I am eager to contribute to Samsara's growth and help our customers achieve measurable outcomes. Thank you for considering my application.

Possible Interview Questions

Can you describe a time you successfully turned around a struggling customer relationship? What steps did you take?

I once had a customer who was dissatisfied due to lack of engagement and perceived low ROI. I scheduled an executive business review, listened to their concerns, and developed a joint success plan with clear milestones. We set up regular check-ins and provided training. Over six months, their satisfaction improved, and they renewed with an expanded contract.

How do you prioritize and manage multiple strategic accounts with competing demands?

I use a risk-based prioritization framework, focusing on accounts with the highest churn risk or greatest expansion potential. I also leverage CRM tools to track engagement and health scores. Regular communication with internal teams ensures I can allocate resources effectively and address issues proactively.

Describe your experience in conducting executive business reviews. How do you ensure they drive value?

I prepare by analyzing account data, gathering feedback from internal teams, and setting an agenda focused on outcomes. During the review, I present key metrics, celebrate wins, and discuss challenges. I ensure alignment on next steps and follow up with a summary. This has consistently led to higher retention and upsell opportunities.

How would you approach a customer who is not seeing value from Samsara's solutions?

I would start with discovery to understand their operations and goals. Then, I'd identify gaps in usage and recommend specific features or workflows. If needed, I'd facilitate workshops or provide training. I'd also collaborate with product teams to address any product gaps, ensuring the customer realizes the full potential of the platform.

What strategies do you use to drive customer advocacy and referrals?

I proactively identify happy customers and nurture relationships by sharing their success stories internally. I invite them to participate in case studies, webinars, or reference calls. I also ensure they receive exclusive previews of new features. This approach has generated multiple referrals and testimonials.

Who we are

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. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

Our Strategic Customer Success Managers are instrumental in delivering and articulating customer value, acting as strategic and consultative partners to our largest, most complex customers. They work closely with these customers to understand their unique challenges, advise on leveraging Samsara solutions effectively, and drive measurable outcomes in the form of customer renewals and expansions. This role is within the Strategic Customer Success team, ensuring a heightened focus on addressing the needs of our most critical accounts. It is cross-functional, collaborating closely with Sales, Support, Sales Engineering, and Product teams to ensure long-term customer success.

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.

Click here to learn about what we value at Samsara.

In this role, you will:

Drive customer success by ensuring our clients enhance the safety, efficiency, and sustainability of their operations with our IoT platform.
Collaborate with customers to develop success plans, identify objectives, define metrics, and overcome barriers to business value realization.
Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests.
Facilitate executive business reviews to align on goals and celebrate successes with customers and Samsara leadership.
Conduct workshops to understand customer operations, recommend workflow enhancements, and maximize the value of Samsara products.
Develop a deep understanding of the Samsara platform’s capabilities and effectively communicate them to diverse businesses across various industries.
Partner with cross-functional teams to address customer requests and drive progress on customer initiatives.
Serve as a mentor to the wider Customer Success team, championing Samsara’s cultural principles.

Minimum requirements for this role:

6+ years of work experience, with recent experience in senior Customer Success, account management, or strategic consulting roles.
Strong priority management skills, emotional intelligence, and the ability to manage demanding, high-visibility positions.
Experience supporting or working with technical products and solutions.
Proven track record of building trust, effective communication, and driving change with stakeholders at all levels.
Bachelor’s degree from a 4-year institution.

An ideal candidate also has:

Strong bias for action, the ability to think big, with insistence on high standards.
Experience serving and supporting large-scale business solutions at Fortune 500 companies.
Thrives in an unstructured, fast-paced, and change-heavy environment.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Annual Base Salary

$841,500—$990,000 MXN

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. 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 [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.

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