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 Samsaras 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.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

Responsibilities:

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: Bachelors degree in a technical or business field, or equivalent practical work experience

Ideal Candidate:

• 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.