Sr. Support Tools Product Manager
Samsara View all jobs
- Toronto, ON
- Permanent
- Full-time
This role is open to candidates residing in Canada.You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact - helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
- You have an innate curiosity about how businesses work: One day you'll meet with someone in waste management, and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
- You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven't been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
- You want to be with the best: Samsara's high-performance culture means you'll be surrounded by the best and challenged to go farther than you have before.
- You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.
- 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
- 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.