Senior Support Tools PM: AI-Driven GTM & Ops

Antler; Toronto; Hybrid; CAD 122,000 - 158,000; Full time

Job summary

Samsara is seeking a Sr. Support Tools Product Manager in Canada. You will own and shape the core support tooling within the revenue stack, driving user research, PRD design, and cross-functional execution with GTMS, Sales Ops, and AI/Data Analytics teams.

You will lead release planning, adoption, and KPI tracking to measure impact, while embracing Samsara’s growth mindset and customer-first culture across a global footprint.

Qualifications

• 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.

Responsibilities

• Fully own the success of your tool(s) within Samsara’s revenue stack.
• 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

Skills

Customer support tooling

AI platform experience

GTM tooling expertise

Requirements translation

Data analysis

Education

Bachelor's degree in technical or business field

Tools

Decagon

Happy Robot

Intercom Fin

Job description

Samsara is seeking a Sr. Support Tools Product Manager in Canada. You will own and shape the core support tooling within the revenue stack, driving user research, PRD design, and cross-functional execution with GTMS, Sales Ops, and AI/Data Analytics teams.

You will lead release planning, adoption, and KPI tracking to measure impact, while embracing Samsara’s growth mindset and customer-first culture across a global footprint.