Senior Support Tools Product Manager

🕒 February 17

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• 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 • Employee-led remote and flexible working • Health benefits • Much, much more.