Key skills
Customer Support toolingSaaS environmentAI Platform ExperienceLLM-based platformsGTM toolingAI for business problem solvingData analysis of conversation logsGoAILLMAnalyticsSaaSChange ManagementUser ResearchUsability TestingCustomer SuccessSales
About this role
Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve operations. The Sr. Support Tools Product Manager will drive strategy and influence the sales technology stack, ensuring the success of core support tools and contributing to the company's go-to-market strategy.
Responsibilities:
- Fully own the success of your tool(s) within Samsara’s revenue stack
- Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs
- Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows
- Oversee feature execution and drive rigorous usability testing, collaborating with GTMS, Sales Ops, and AI + Data Analytics teams
- Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption
- Define and track key performance indicators (KPIs and adoption metrics) to measure business impact and inform rapid roadmap iterations
- 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
Requirements:
- 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment
- Bachelor's degree in a technical or business field, or equivalent practical work experience
- Proven experience managing AI support tools or LLM-based platforms (e.g., Decagon, Happy Robot, Intercom Fin, or similar)
- Established subject matter expert in GTM tooling, with a history of delivering substantial impact across multiple tools
- Ability to translate complex customer and business problems into clear requirements and solutions
- Experience with leveraging AI to solve high-impact business problems
- Ability to look at large datasets of conversation logs to identify patterns and root causes of technical failures