Customer Experience Streategy Manager

Samsara is the pioneer of the Connected Operations Cloud, helping organizations that depend on physical operations use IoT data to improve safety, efficiency, and sustainability. The Customer Experience Strategy Manager will lead Voice of the Customer programs, analyze qualitative and quantitative feedback, apply AI-driven customer intelligence tools, and drive cross-functional improvements to the customer experience.

Responsibilities:

• Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs — NPS, CSAT, CES, transactional and relationship surveys as well as customer interviews — that give the organization actionable customer experience insights. Use AI to help move beyond periodic snapshots toward more continuous, real-time, customer sentiment. This includes survey design and operations, reporting, analysis, and managing a robust closed loop process
• Derive rich insights from quant and qual customer data. Go beyond top-line reporting — dig deep to uncover key drivers, surface less obvious trends, and business/customer-health impact
• Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionally to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions
• Help evaluate and pilot AI tooling for CX intelligence, from automated insight-delivery platforms to AI-moderated research tools, partnering with the team to balance innovation with data quality and security
• Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller
• Be a CX and AI thought leader. Bring industry leading trends, technologies, and best practices — including emerging AI applications in customer intelligence — to Samsara to continually stay best in class on customer experience programs and approaches
• 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:

• 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
• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company
• Travel: Comfort traveling to customer sites 2-3 times/quarter (1-2 days per trip) to gain first-hand understanding of customer operations
• Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys
• Knowledge of a variety of survey design and research methods
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Strong analytical and logical reasoning skills; deep sense of curiosity
• Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions
• Ability to synthesize a broad set of information into a cohesive narrative
• Experience applying statistical techniques and working knowledge of statistics concepts
• Hands-on experience with AI tools applied to customer understanding — such as LLM-based theme extraction, AI-inferred sentiment analysis, AI-moderated research, or AI-augmented VoC programs
• Experience in building trusting relationships and influencing others (including executive audiences)
• Comfort in a fast-paced environment, managing multiple projects simultaneously
• Willingness to roll up your sleeves; no task is too big or small
• 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 using Qualtrics, Medallia, or similar enterprise-level experience management platforms
• Experience using R programming or Stata for statistical analysis on customer experience data
• Experience running churn and predictive models based on customer experience data
• Exposure to AI-moderated research tools or automated insight/reporting platforms