Manager, Technical Account Management

About the role:

The Manager will oversee a team of Technical Account Managers (TAMs) and is instrumental in ensuring the delivery of exceptional technical support and account management. This leader will act as a champion of change, utilizing a data-driven approach to decision-making and process optimization to drive long-term customer success. You will be accountable for team metrics, fostering professional development, and maintaining alignment with Samsara's core values

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact – helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. 

Click here to learn about what we value at Samsara. 

In this role, you will: 

Focus on building excellence and scaling our impact through the following:

Build a High-Performance Culture

• Inclusive Talent Strategy:  Hire, develop and lead an inclusive, engaged, and high performing team
• Performance Excellence: Establish a coaching rhythm and clear performance benchmarks to ensure the team consistently meets or exceeds targets.
• Career Architecture: Actively engage in professional growth through tailored development plans and mentorship, ensuring a robust internal pipeline for career progression.

Engineer Scalable Processes

• Intelligence Scalability: Develop and deploy AI-assisted workflows, such as automated technical health checks and AI-summarized account reviews to make it easier for the team to manage complex enterprise accounts. 
• Cross-Functional Influence: Partner closely with Sales, Product, and Customer Success to bridge the gap between customer feedback and product evolution, driving continuous service improvements.
• Strategic Roadmap: Contribute to the long-term strategic planning required to scale a TAM team in a hyper-growth environment.

Drive Data-Led Change

• Analytical Leadership: Apply a rigorous, data-driven approach to identify organizational risks, dependencies, and hidden opportunities for efficiency.
• Platform Advocacy: Translate technical and business insights into actionable data to enhance the Samsara platform experience for our largest enterprise customers.
• Escalation Management: Serve as the primary point of contact for high-priority technical escalations, using deep product knowledge and analytical problem-solving to ensure swift, permanent resolutions.

Minimum requirements for the role:

• People Management: Minimum of 3 years in a people manager role with a proven track record of leading globally distributed technical account managers through periods of significant change.
• Enterprise Impact: Demonstrated success in achieving technical account management goals and maintaining high retention for enterprise-level customers in a fast-paced environment.
• Change Advocacy & Influence: Exceptional skills in influencing all organizational levels, with the ability to translate complex technical data into clear business cases for executive stakeholders.
• Foundational Education: Bachelor's degree in a technical or business field, or equivalent practical work experience

An ideal candidate also has:

• Technical Depth: Demonstrated expertise in IoT, APIs, SQL, and scripting languages, allowing you to act as a credible mentor and technical sounding board for the team.
• Scalability Mindset: Prior experience scaling TAM teams or technical service organizations, specifically focusing on building additional services and repeatable service models.
• Data Fluency: Advanced proficiency with Gainsight, Tableau, Salesforce, or Zendesk to build dashboards, identify trends, and drive proactive, data-led strategies.
• Outcome-Driven Business Acumen: A strong focus on driving value-based outcomes and ROI for customers rather than just managing support tickets or task completion.