Digital Customer Success Manager, AI & Automation

About the Role

The Commercial Customer Success team supports hundreds to thousands of customers who depend on the Samsara platform daily. To scale this impact, we are seeking a Digital Customer Success Manager, AI & Automation to be a hands-on developer responsible for designing, testing, deploying, and maintaining agentic systems to support a digital-first post-sales strategy.

Key Responsibilities

• Customer Journey Optimization: Pinpoint friction points in the customer experience, create proactive interventions, and turn interactions into automated, personalized journeys.
• End-to-End Execution: Write code, execute experimental tests, and continuously maintain production solutions.
• Cross-Functional Alignment: Partner across teams to ensure a cohesive experience for all users.

In This Role, You Will

• Analyze: Identify customer painpoints and areas of opportunity with an analytical mindset combined with a customer-centric lens.
• Build: Build digital CS playbooks, design agent architectures, write prompts, integrate with external systems (Salesforce, Samsara platform, Customer Success tools), build guardrails, and write clean Python code.
• Test: Define success criteria and evaluation frameworks before writing code; build automated test suites covering real-world scenarios, edge cases, and known failure modes.
• Deploy: Own deployment, versioning, and rollback plans for every agent, ensuring agents are production-ready.
• Monitor: Track agent performance in production (accuracy, latency, failure rates, customer outcomes) and detect drift proactively.
• Maintain & Iterate: Update agents continuously as product evolves, CS playbooks change, and real-world data indicates improvements.
• Champion Samsara’s cultural principles as we scale globally.

Qualifications

Minimum Requirements

• 3+ years of experience, preferably in a B2B SaaS environment.
• Hands-on experience building and maintaining production LLM-based agents or automations, with at least 1 year working directly with LLMs or AI agents in production.
• Ability to code rapidly with Python proficiency or skilled at using AI to code; track record of connecting AI to external systems: CRMs, APIs, customer data, and operational tools.
• Experience using product usage data to spot risk and opportunity (health signals, activation milestones, usage floors) and acting on it proactively.
• Comfort running experiments and drawing sound conclusions from data to improve performance.
• A systems mindset for managing a high-volume book of business by building repeatable playbooks.

Preferred Qualifications

• Direct experience with Anthropic Claude or similar LLM APIs.
• Experience building programs to support NRR, retention, or expansion outcomes on a digital or long-tail book of business (100+ accounts).
• Experience building regression test suites or eval frameworks for non-deterministic AI systems.
• Experience in a product-led or high-velocity customer environment.