customer support
Posted 2 weeks agoApplied AI Specialist, Commercial Customer Success
at Samsara
United StatesHybrid
Responsibilities
- Build: Design agent architectures, write prompts, integrate with external systems (Salesforce, Samsara platform, Customer Success tools), and write clean Python code that the team can maintain.
- Test: Define success criteria and evaluation frameworks before you write the first line of code. Build automated test suites that cover real-world scenarios, edge cases, and known failure modes.
- Deploy: Own the deployment, versioning, and rollback plan for every agent. Ensure agents are production-ready before they reach CSMs or customers.
- Monitor: Track agent performance in production — monitor accuracy, latency, failure rates, and customer outcomes. Detect drift before anyone has to tell you something's wrong.
- Maintain & Iterate: Update agents continuously as Samsara's product evolves, Customer Success playbooks change, and real-world data indicates what needs improvement.
- 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
- Define success metrics and an evaluation framework for the first agent on the roadmap — before you write a single line of code
- Ship the first production agentic solution that meaningfully improves customer outcomes that lead to revenue retention and/or growth
- Build the monitoring and iteration loop from day one — so you have a clear signal on what's working, what's drifting, and what needs to change
- Own a portfolio of three or more production agentic solutions running reliably in the Commercial Customer Success motion — and a clear maintenance cadence that keeps them current as the product and playbooks evolve
- Demonstrate the impact of agentic solutions on reduced customer time to value, reduced time spent detecting and resolving risks, and increased retention
- Have a track record of improving solutions after launch: performance improvements measured in real customer outcomes, not just benchmark scores
Requirements
- Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.
- We're building the AI infrastructure to make that possible at scale. And we need an applied AI specialist to build it — and own it.
- As an embedded AI Specialist in Commercial Customer Success, you'll design, build, test, deploy, and continuously maintain agentic solutions that power this next chapter.
- This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
- Your core responsibility is the full lifecycle of Samsara's customer-facing AI agents
- Get fluent in Samsara's platform, data model, and existing Customer Success tooling stack
- Be the go-to expert at Samsara for customer-facing agentic AI development — advising Customer Success leadership on what to build next, what to retire, and how to evaluate ideas before committing to them
- Help define what great looks like for ing at Samsara, setting a standard others can build on towards using AI to expand the pipeline
- Python proficiency and a track record of connecting AI to external systems: CRMs, APIs, customer data, and operational tools
- Intellectual honesty about what AI can and can't do well — and the judgment to design guardrails and fallback paths accordingly
- Experience in a B2B SaaS environment
- experience with Anthropic Claude or similar LLM APIs
- Experience building regression test suites or eval frameworks for non-deterministic AI systems
- Familiarity with Salesforce, Gainsight, or similar CRM and Customer Success platforms
- The problem is real: A Customer Success Manager managing 350+ accounts can't do everything manually. AI agents aren't a nice-to-have — they're what makes this motion sustainable at Samsara's scale.
- All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Experience
- 3+ years of software engineering or technical experience, with at least 1 year working hands-on with LLMs or AI agents in a production environment •
Benefits
- The range of annual base salary for full-time employees for this position is below.
- Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
- Annual Base Salary $105,910 — $160,200 USD Total Rewards
- Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
- We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
- Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.
Contact
- Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
- Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co.
Additional details
- At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.
- Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
- Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring.
- As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role:
- Samsara's Commercial Customer Success team supports hundreds of customers who depend on our platform every day to manage their fleets, equipment, and operations.
- These customers don't just need software — they need a partner who helps them get to value fast, identifies and mitigates risk, and keeps finding new ways to put Samsara to work for their business.
- You'll own the full lifecycle: from the first prompt through production, from launch through every iteration as our Customer Success playbooks evolve, and as our product ships new features and real-world performance data surfaces what needs to change next.
- The agents you build will only be as good as the care you put into keeping them relevant and reliable over time.
- This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
- You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.