Sr. Support Tools Product Manager
Core
Define vision, roadmap, and user experience for core support tools within Samsara's revenue stack to drive support experience and GTM strategy.
Role type
Senior Product Manager (Sales Technology/Support Tools)
Builds
Support tools and GTM technology stack for Samsara's IoT platform
Domain
IoT / SaaS / Sales Technology
Deliverable
product features
Required skills
Customer support tooling strategy, AI/LLM platform management, GTM tooling expertise, PRD creation, usability testing, KPI definition, data analysis
Preferred skills
Experience in fast-paced SaaS environments, ability to translate complex business problems into requirements, leveraging AI for high-impact solutions
Technologies
AI support tools, LLM-based platforms (e.g., Decagon, Happy Robot, Intercom Fin)
Responsibilities
Lead deep user research to identify customer pain points and future tooling needs; Draft comprehensive Product Requirements Documents (PRDs) and design artifacts; Oversee feature execution and drive rigorous usability testing; Coordinate all aspects of release including change management and enablement; Define and track key performance indicators (KPIs) to measure business impact; Champion and embed company cultural principles
Seniority
Senior, hands-on IC
