Samsara

Senior Support Tools Product Manager

Samsara

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $115,430 - $174,600 per year

Job Level

Senior

About the role

  • 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

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.
  • 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
  • Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support toolingproduct requirements documentsusability testingkey performance indicatorsdata analyticsAI support toolsLLM-based platformsanalytical skillspattern recognitionproblem-solving
Soft Skills
leadershipcommunicationcollaborationcustomer success focusgrowth mindsetinclusivityteamworkadaptabilitycritical thinkinguser research