Digital Customer Success Manager, AI & Automation

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, test, deploy, and sustain agentic systems that support a digital-first post-sales approach.

• Identify friction points in the customer journey and develop proactive, automated, personalized interventions.

• Write code, conduct experimental tests, and uphold production solutions.

• Collaborate across teams to guarantee a unified user experience.

• Analyze customer pain points and opportunities through customer-centric and analytical methodologies.

• Create digital Customer Success playbooks and agent architectures.

• Develop prompts and integrate agents with Salesforce, the Samsara platform, Customer Success tools, APIs, customer data, and operational systems.

• Establish guardrails and maintain clean Python code.

• Define success criteria and evaluation frameworks.

• Construct automated test suites that encompass real-world scenarios, edge cases, and failure modes.

• Take ownership of agent deployment, versioning, rollback plans, and production readiness.

• Monitor agent accuracy, latency, failure rates, drift, and customer outcomes.

• Continuously update agents in response to evolving products, playbooks, and data.

• Advocate for Samsara’s cultural principles as the company expands globally.

⛳️ Requirements

• Hands-on experience in building and maintaining production LLM-based agents or automations, with a minimum of 1 year working directly with LLMs or AI agents in a production setting.

• Proficiency in Python or skill in utilizing AI for coding tasks.

• Proven experience in connecting AI to external systems, including CRMs, APIs, customer data, and operational tools.

• Experience in utilizing product usage data to identify risks and opportunities.

• Comfort in conducting experiments and deriving conclusions from data.

• Systems mindset for managing a high-volume book of business.

• 3+ years of experience, preferably within a B2B SaaS context.

• Direct experience with Anthropic Claude or similar LLM APIs is ideal.

• Experience supporting Net Revenue Retention (NRR), retention, or expansion outcomes across over 100 accounts is ideal.

• Familiarity with building regression test suites or evaluation frameworks for non-deterministic AI systems is ideal.

• Experience in a product-led or high-velocity customer environment is ideal.

🏝️ Benefits

• Performance-based bonus/variable pay.

• Equity options for eligible positions.

• Flexible, employee-led remote working model.

• Professional development stipend.

• Comprehensive health insurance plans.

• Parental leave policies.

• Flexible working arrangements.

• Above-market total compensation opportunities.