Customer Experience Strategy Manager

Who we are 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. 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: As a critical member of the Customer Experience Strategy team, you will focus on advancing our mission of delivering a superior experience throughout the customers' end-to-end journey. You will play a pivotal role in improving our customers' experience, loyalty and growth by influencing the company and our leadership to action using customer experience feedback and insights, increasingly powered by AI-driven signal analysis. This role reports directly to the Head of CX Strategy. You have extensive voice of the customer (VoC) program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You understand that AI is changing how companies listen to, understand, and act on customer feedback, and you're excited to bring that thinking into how we run our listening programs. You will partner with leaders across the organization to execute new customer listening programs and provide a more holistic, increasingly real-time voice of customer assessment for Samsara. You'll come with a strong understanding of customer experience program management, analytics, and the ability to tell compelling stories with data. You will also come ready to dive deep into customer journeys and data — using both traditional analysis including customer visits and interviews, and emerging AI tools like LLM-based theme extraction and AI-inferred sentiment analysis — to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service. 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 should apply if: You want to impact the industries that run our world: Your efforts will result in real-world impact – helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment. You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers. You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. In this role, you will: 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 Minimum requirements for the role: 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. An ideal candidate also has: 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. 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. Learn more about our total rewards and benefits below. Annual Base Salary $106,802—$161,550 USD Total Rewards At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. 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. If you’re ready to build for the long term and own the outcome, your journey starts here. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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. Belonging at Samsara At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. 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