Sr. Support Tools Product Manager

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. 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

• 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. The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below. Annual Base Salary $122,400 — $158,400 CAD

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.