Senior Product Manager owning payments, ledgering and banking infrastructure. Building Float’s financial operating system for Canadian businesses.
About the role
- Sr. Support Tools Product Manager at Samsara, responsible for driving strategy and impacting support experience across multiple tools. Leading cross-team efforts to enhance sales technology stack.
Responsibilities
- Fully own the success of your tool(s) within Samsara’s revenue stack. This includes:
- 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
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 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.
Benefits
- Full time employees receive a competitive total compensation package
- Employee-led remote and flexible working
- Health benefits
- Much, much more.
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