Sr. Support Tools Product Manager

Samsara

1d • $115,430 - $174,600

About The Position

The Support Tools Product team is responsible for defining the vision, roadmap, and user experience for our core Support tools to drive support experience.

As a Sr. Support Tools Product Manager, you’ll drive strategy, solve ambiguous and high-impact problems across multiple teams, and influence the long-term strategic direction of our sales technology stack. You will own a significant module of our core support tools, delivering substantial impact and contributing significantly to the company's GTM strategy and future.

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.

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

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level