• Ensure ongoing success and value realization for Samsara’s Scale Customers. • Define and build long-term strategies to drive value realization and risk management at scale. • Meet and exceed KPI targets for risk mitigation, value management, and business review. • Build and optimize standardized playbooks covering onboarding, adoption, expansion, and renewal. • Directly support the CSM team with critical customer engagements and customer escalations driving effective resolutions. • Lead from the front with a willingness to get your hands dirty. • 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, coach and lead an inclusive, engaged, and high performing team.

• Customer Support: You are the primary contact for existing customers' expansion requests and ensure optimal customer retention. • Service Requests: You independently handle selected service inquiries and find efficient solutions for our customers. • Interface between Sales & Marketing: You go beyond informational emails and develop initiatives and campaigns that resonate and excite. • Interface between Sales & Service: You support the sales team in implementing customer requests and forward relevant inquiries to internal departments. • Optimization & Proactive Account Management: You identify cross- and upselling opportunities and actively support the realization of these potentials. • Customer Satisfaction: Through your empathetic and structured approach, you ensure our customers are delighted and remain long-term partners. • Process Improvement: You actively contribute to the development of our internal processes to continuously improve customer service.

• Own and grow a portfolio of top-earning creators with full accountability for retention and revenue • Consistently deliver 100%+ month-on-month retention across key creators • Identify churn risks and expansion opportunities using behavioural and performance data • Share actionable, data-driven insights that help creators earn more • Improve Net Revenue Retention by proactively driving monetisation optimisation • Educate creators on new features, monetisation tools, and platform best practices • Increase creator satisfaction and NPS through proactive engagement • Partner cross-functionally with Product, Support, Moderation, Growth, and Sales to improve outcomes • Act as a visible performance benchmark for the wider CS team

• Own and manage a blended portfolio of domestic and global BPO accounts. • Serve as primary operational contact while building relationships with operational and mid-tier leadership within partner organizations. • Advocate for customer needs internally, ensuring tactical alignment with shared business objectives. • Deliver structured onboarding programs customized for BPO deployment needs, ensuring speed-to-value. • Execute tailored Success Plans incorporating adoption campaigns, operational playbooks, and early-stage maturity mapping. • Monitor customer usage and adoption metrics via Gainsight and other analytic tools. • Identify gaps in adoption and proactively deploy interventions to improve engagement. • Coach customer contacts in best practices for Conversation Intelligence and automation workflows, creating short-form videos or guides as needed. • Partner with Renewals Manager to ensure successful renewals through risk mitigation, ROI demonstration, and consistent delivery of value. • Identify upselling and cross-selling opportunities; collaborate with Success Management and Sales on account-specific business cases.