Digital Customer Success Manager, AI & Automation

OpenKrill; EUA; Teletrabalho; USD 106 000 - 160 000; Tempo integral

Resumo da oferta

Samsara is hiring a Digital Customer Success Manager, AI & Automation. This role develops agentic systems to support a digital-first post-sales strategy, deploying production LLM-based agents and maintaining them across a high-volume customer base.

You’ll write code, test, and deploy AI-powered customer success solutions, collaborating across teams to ensure a cohesive customer experience while driving adoption and reducing churn.

Qualificações

• Hands-on experience building production LLM-based agents or automations in AI projects.
• Proficient in Python or capable of using AI to code; integrate AI with external systems.
• Experience using usage data to spot risk and opportunity and act on it.

Responsabilidades

• Analyze customer painpoints and opportunities with a data-driven, customer-centric lens.
• Build digital CS playbooks, design agent architectures, prompts, and integrations.
• Write and run automated tests; define success criteria for AI agents.
• Own deployment, versioning, and rollback for agents; keep experiences simple.
• Monitor agent performance: accuracy, latency, failure rates, outcomes.
• Maintain and iterate agents as products and data evolve.
• Champion Samsara’s cultural principles at scale.

Conhecimentos

LLM-based agents

Python coding

AI integration

Experimentation

Data-driven decision making

CRM/APIs experience

Cross-functional collaboration

Ferramentas

Python

Salesforce

Samsara platform

Descrição da oferta de emprego

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

About the role:

The Commercial Customer Success team supports hundreds to thousands of customers who depend on the Samsara platform daily. This team is dedicated to equipping every customer with the necessary resources to achieve rapid value, regardless of their background or expertise.To scale this impact, we are seeking a Digital Customer Success Manager, AI & Automation to be a hands-on developer responsible for designing, testing, deploying, and maintaining agentic systems to support a digital-first post-sales strategy.

Key responsibilities include:

• Customer Journey Optimization: Pinpoint friction points in the customer experience, create proactive interventions, and turn interactions into automated, personalized journeys.
• End-to-End Execution: Write code, execute experimental tests, and continuously maintain production solutions.
• Cross-Functional Alignment: Partner across teams to ensure a cohesive experience for all users.

Success is measured by key customer outcome metrics, including increased adoption, minimized churn risk, and higher NRR tied to the agents you deploy.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will:

• Analyze: Identify customer painpoints and areas of opportunity with an analytical mindset combined with a customer-centric lens.
• Build: Build the digital CS playbooks, taking advantage of the programs and resources other teams have built, design agent architectures, write prompts, integrate with external systems (Salesforce, Samsara platform, Customer Success tools), build guardrails, and write clean Python code that the team can maintain.
• Test: Define success criteria and evaluation frameworks before you write the first line of code. Build automated test suites that cover real-world scenarios, edge cases, and known failure modes.
• Deploy: Own the deployment, versioning, and rollback plan for every agent. Ensure agents are production-ready before they reach CSMs. Ensure anything we deploy makes the experience more simple, not more complex, for our customers.
• Monitor: Track agent performance in production — monitor accuracy, latency, failure rates, and customer outcomes. Detect drift before anyone has to tell you something's wrong.
• Maintain & Iterate: Update agents continuously as Samsara's product evolves, Customer Success playbooks change, and real-world data indicates what needs improvement.
• 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

Minimum requirements for the role:

• Hands-on experience building and maintaining production LLM-based agents or automations, with at least 1 year working directly with LLMs or AI agents in production
• Ability to code rapidly with Python proficiency or skilled at using AI to code; have a track record of connecting AI to external systems: CRMs, APIs, customer data, and operational tools
• Experience using product usage data to spot risk and opportunity (health signals, activation milestones, usage floors) and acting on it before it surfaces in a renewal conversation
• Comfort running experiments and drawing sound conclusions from the data in order to improve the performance
• A systems mindset for managing a high-volume book of business: you build repeatable playbooks and motions, not just manage individual relationships
• 3+ years of experience, preferably in a B2B SaaS environment

An ideal candidate also has:

• Direct experience with Anthropic Claude or similar LLM APIs
• Experience building programs to support NRR, retention, or expansion outcomes on a digital or long-tail book of business (100+ accounts)
• Experience building regression test suites or eval frameworks for non-deterministic AI systems
• Experience in a product-led or high-velocity customer environment

WHY THIS ROLE, WHY NOW

• You’ll be first. This function doesn’t exist yet. You’ll define the role, the standard, and the playbook for digital customer success at Samsara.
• The problem is real. A CSM managing 350+ accounts can’t do everything manually. Digital and agentic motions are what make this segment sustainable at Samsara’s scale.
• The timing is right. The models have caught up to the use cases, and Samsara has the customer data, platform context, and Customer Success team to make these systems genuinely powerful.

The compensation range shown spans approved pay zones for this role. Your primary work location determines the range applicable to you, which may be narrower than the full range displayed.

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$105,910-$160,200 USD

Total Rewards

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 abo