Digital Customer Success Manager, AI & Automation

Samsara

20d•$105,910 - $160,200•Remote

About The Position

Samsara is seeking a hands-on developer to design, test, deploy, and maintain agentic systems that support a digital-first post-sales strategy for its Commercial Customer Success team. The role focuses on helping a high volume of customers achieve value from the Samsara platform through personalized, automated customer journeys and digital customer success playbooks. Success is measured through customer outcomes such as increased adoption, reduced churn risk, and higher net revenue retention (NRR) associated with deployed agents. The position owns the lifecycle of customer success agents, from identifying customer pain points and designing architectures, prompts, integrations, and guardrails to writing maintainable Python code, defining evaluation criteria, building automated tests, and managing production deployment, monitoring, rollback, and iteration. The role collaborates across teams to create a cohesive user experience and ensures that automation simplifies rather than complicates the customer experience. This is a remote position for candidates residing in the United States, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Requirements

At least 1 year of direct experience working with LLMs or AI agents in production, including hands-on experience building and maintaining production LLM-based agents or automations.
Proficiency in Python or skill using AI to code, with a track record of connecting AI to external systems such as CRMs, APIs, customer data, and operational tools.
Experience using product usage data, including health signals, activation milestones, or usage floors, to identify risks and opportunities and act before renewal conversations.
Comfort running experiments and drawing sound conclusions from data to improve performance.
A systems mindset for managing a high-volume book of business by building repeatable playbooks and motions rather than focusing only on individual relationships.
3+ years of experience, preferably in a B2B SaaS environment.

Nice To Haves

Direct experience with Anthropic Claude or similar LLM APIs.
Experience building programs to support NRR, retention, or expansion outcomes for a digital or long-tail book of business with 100+ accounts.
Experience building regression test suites or evaluation frameworks for non-deterministic AI systems.
Experience in a product-led or high-velocity customer environment.

Responsibilities

Identify friction points and opportunities in customer journeys, and create proactive interventions and automated, personalized journeys.
Build digital Customer Success playbooks and agent architectures; write prompts, integrate with external systems, build guardrails, and write maintainable Python code.
Define success criteria and evaluation frameworks before development, and create automated test suites covering real-world scenarios, edge cases, and known failure modes.
Own agent deployment, versioning, and rollback plans, and ensure agents are production-ready before release to Customer Success Managers.
Monitor production agent accuracy, latency, failure rates, and customer outcomes, and detect performance drift.
Continuously update and improve agents as products, Customer Success playbooks, and real-world data evolve.
Analyze customer pain points and opportunities using an analytical and customer-centric approach.
Partner across teams to ensure a cohesive experience for users.
Champion and model Samsara’s cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.