Pioneer of the Connected Operations Cloud
Senior Support Tools Product Manager
Location
Canada
Posted
116 days ago
Salary
$122.4K - $158.4K / year
Seniority
Senior
Job Description
Senior Support Tools Product Manager
Samsara
• 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
Job 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.
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Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application. Our Privacy Policy During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA’s staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes]. If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the “CCPA”). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information. If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com
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