Sr. Support Tools Product Manager

About the role:

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 youll 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 companys GTM strategy and future.

This role isopen to candidates residing in the United States.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact helping to keep the lights on get food into grocery stores and most importantly ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day youll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and havent been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsaras high-performance culture means youll be surrounded by the best and challenged to go farther than you have before.
• You are a team player: At Samsara sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

In this role you will:

Fully own the success of your tool(s) within Samsaras 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 Samsaras 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

Minimum requirements for the role:

• 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment
• Bachelors 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.

Required Experience:

Senior IC