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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations (agriculture, construction, field services, transportation, manufacturing) to harness IoT data for actionable insights. The company helps improve safety, efficiency, and sustainability across industries representing over 40% of global GDP.
As Senior Product Manager for Support Tools, you will own the vision, roadmap, and user experience for core support tools that drive the customer support experience. You'll drive strategy and solve high-impact problems across multiple teams, influencing the long-term strategic direction of Samsara's support technology stack.
Key responsibilities include:
**Discovery & Strategy**: Lead deep user research to identify and anticipate customer support pain points and future GTM tooling needs. Own the business-operations impact of your product module, including operational KPI governance and operating-model changes.
**Design & Build**: Draft comprehensive Product Requirements Documents and design artifacts (wireframes) ensuring alignment with business goals. Oversee feature execution and drive rigorous usability testing, collaborating with Support Ops, GTMS, Finance, Sales Ops, and AI + Data Analytics teams.
**Launch & Adoption**: Coordinate all aspects of release including change management, enablement programs, and documentation for seamless field adoption. Own the product through ongoing operation and adoption, tracking product and operational KPIs to measure business impact and drive roadmap iterations.
**Culture**: Champion 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 the company scales globally.
You should have 5-8 years of customer support tooling experience in fast-paced SaaS environments, a bachelor's degree in a technical or business field, and proven experience managing AI support tools or LLM-based platforms (e.g., Decagon, Happy Robot, Intercom Fin). Subject matter expertise in GTM tooling with a track record of delivering successful products is essential.
