Sr. Support Product Manager, Tooling and Ops

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform that enables organizations that depend on physical operations to harness IoT data for actionable insights. We help improve the safety, efficiency, and sustainability of physical operations across industries like agriculture, construction, field services, transportation, and manufacturing.

As a Sr. Support Product Manager on the Support Tools Product team, you will own a significant module of our core support tools, driving strategy and solving ambiguous, high-impact problems across multiple teams. You will influence the long-term strategic direction of our sales technology stack and contribute to the company's GTM strategy.

• Fully own the success of your tool(s) within Samsara's revenue stack, including discovery, design, build, launch, and adoption.
• Lead deep user research to identify and anticipate customer support pain points and future GTM tooling needs.
• Draft comprehensive PRDs and design artifacts (wireframes) aligned with business goals and automated workflows.
• Oversee feature execution and usability testing, collaborating with GTMS, Sales Ops, and AI + Data Analytics teams.
• Coordinate release, change management, enablement programs, and documentation for seamless field adoption.
• Define and track KPIs and adoption metrics to measure impact and inform roadmap iterations.

• 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 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 leveraging AI to solve high-impact business problems.
• Analytical skills to examine large datasets of conversation logs and identify patterns and root causes.

The annual base salary for this full-time position is $122,400—$158,400 CAD. Total rewards include base salary, performance-based bonus/variable pay, equity (for eligible roles), a professional development stipend, comprehensive health and parental leave plans, and a flexible, employee-led remote model.

This role is open to candidates residing in Canada. Samsara supports a flexible working model with remote work options. All offers are contingent on the ability to secure and maintain legal right to work in the specified location.

To apply, use the application link. For accommodations, email accessibleinterviewing@samsara.com.