Note: The job is a remote job and is open to candidates in USA. Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve physical operations. The Sr. Support Tools Product Manager will drive strategy and influence the long-term direction of sales technology, owning a significant module of core support tools to deliver substantial impact on the company's GTM strategy.

Responsibilities

• Fully own the success of your tool(s) within Samsara’s revenue stack. This includes:
• Discovery: Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs
• Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows
• Build: Oversee feature execution and drive rigorous usability testing, collaborating with GTMS, Sales Ops, and AI + Data Analytics teams
• Launch: Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption
• Adopt & Iterate: 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

Skills

• 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
• AI Platform 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
• Analytical Skills: Ability to look at large datasets of conversation logs to identify patterns and root causes of technical failures

Benefits

• Performance-based bonus/variable pay
• Equity (for eligible roles)
• A flexible, employee-led remote model
• A professional development stipend
• Comprehensive health and parental leave plans

Company Overview