Digital Customer Success Manager, AI & Automation

The role

You will design, test, deploy, and maintain agentic systems to support a digital-first post-sales strategy. This role involves building digital CS playbooks, writing Python code, and monitoring agent performance to optimize the customer journey.

What you will do

• Identify customer painpoints and areas of opportunity
• Build digital CS playbooks and design agent architectures
• Write prompts and integrate with external systems like Salesforce and the Samsara platform
• Write clean Python code
• Define success criteria and build automated test suites
• Own deployment, versioning, and rollback plans for agents
• Track agent performance including accuracy, latency, and failure rates
• Update agents continuously as products and playbooks evolve
• Partner across teams to ensure a cohesive user experience

Required qualifications

• Hands-on experience building and maintaining production LLM-based agents or automations
• At least 1 year working directly with LLMs or AI agents in production
• 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
• Ability to run experiments and draw conclusions from data
• Systems mindset for managing a high-volume book of business
• 3+ years of experience

Nice to have

• 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
• Experience in a B2B SaaS environment

Benefits

• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health plans
• Parental leave plans
• Performance-based bonus/variable pay
• Equity for eligible roles

Before you apply

• Must reside in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area
• All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work in the specified work location

About the company

Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data to improve physical operations. The company helps improve safety, efficiency, and sustainability for industries including agriculture, construction, and manufacturing.