Senior Support Tools Product Manager – GTM & Ops

Samsara; United States; On-site; USD 115,430 - 174,600; Full time

Job summary

Samsara is hiring a Sr. Support Tools Product Manager in the United States to own a core module of the support tools in our revenue stack. You’ll drive strategy, conduct deep user research, and define product requirements that align with GTM goals.

You’ll work with Support Ops, GTMS, Finance, Sales Ops, and AI/Data Analytics teams to build, test, and launch features that improve support experiences and measurable KPIs.

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.
• Experience with AI support tooling or LLM-based platforms.
• Established subject matter expert in GTM tooling with demonstrated impact.

Responsibilities

• Own the business-operations impact of the product and governance.
• Lead discovery with deep user research to identify pain points and tooling needs.
• Draft PRDs and design artifacts; ensure alignment with goals and automation.
• Oversee feature execution and conduct usability testing with cross‑functional teams.
• Coordinate releases, enablement programs, and documentation for adoption.
• Track KPIs and drive roadmap iterations while embedding Samsara’s principles.

Skills

Customer Support tooling

AI platform experience

GTM tooling

Analytical skills

Requirements translation

Education

Bachelor's degree in technical or business field

Tools

AI support tools

LLM platforms

Job description

Samsara is hiring a Sr. Support Tools Product Manager in the United States to own a core module of the support tools in our revenue stack. You’ll drive strategy, conduct deep user research, and define product requirements that align with GTM goals.

You’ll work with Support Ops, GTMS, Finance, Sales Ops, and AI/Data Analytics teams to build, test, and launch features that improve support experiences and measurable KPIs.