Sr. Support Tools Product Manager

Role Overview

Sr. Support Tools Product Manager responsible for defining vision, roadmap, and user experience for core Support tools. You'll drive strategy, solve high-impact problems across multiple teams, and influence the long-term strategic direction of the sales technology stack.

Key Responsibilities

• Discovery: Lead deep user research to identify and anticipate core customer support pain points and future GTM tooling needs
• Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes) aligned with business goals and automated workflows
• Build: Oversee feature execution, drive rigorous usability testing, and collaborate with GTMS, Sales Ops, and AI + Data Analytics teams
• Launch: Coordinate release aspects including change management, enablement programs, and documentation for field adoption
• Measure & Iterate: Define and track KPIs and adoption metrics to measure business impact and inform rapid roadmap iterations
• Culture: Champion and embed Samsara's cultural principles across scaling operations

Requirements

• 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 experience
• Strong curiosity about how businesses operate
• Ability to build genuine relationships with customers
• Team player mentality with focus on collaborative success

About You

You want to impact industries that run the world, have genuine curiosity about diverse business operations, build trusted customer relationships, and thrive in high-performance team environments.