Senior Manager, Customer Experience Strategy
Job description
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 Samsara's Customer Experience Strategy team, you will be the operational backbone of an AI-first CX intelligence function. You will design, build, and run the systems and programs that give Samsara a real-time, unified view of the customer, combining AI-powered signal analysis, world-class VoC program management, and rigorous data storytelling to drive measurable improvements across the end-to-end customer journey.
You report directly to the Head of Customer Experience Strategy and own the day-to-day execution of our customer listening infrastructure, insights operations, and closed-loop programs. You are not just a program manager, you are a builder who understands that AI is transforming how companies listen to, understand, and act on customer feedback, and you bring hands-on experience making that transformation real.
You have deep Voice of Customer program management expertise, a passion for customer data, and a proven track record of turning insight into action. You know how to move from signal to story to business outcome, and you're energized by the challenge of doing that at scale, in real time, with AI as your force multiplier.
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.
In This Role, You Will
- Operate a world-class AI-powered customer listening infrastructure. Design and run Voice of Customer programs, NPS, CSAT, CES, transactional and relationship surveys, augmented by AI to move beyond periodic snapshots toward continuous, real-time customer sentiment. Own survey design, operational execution, reporting pipelines, and the closed-loop process end to end.
- Own the unified customer intelligence platform. Drive the implementation and ongoing management of a centralized experience platform that consolidates all channels of customer feedback, survey responses, support tickets, Gong call transcripts, product telemetry, feature requests, into a single, AI-queryable source of truth. Partner with Biztech to build and maintain the data infrastructure that makes this possible.
- Own and manage Samsara's Qualtrics platform end to end. Serve as the internal system owner and subject matter expert for Qualtrics,overseeing survey architecture, user access and governance, integrations with CRM and data systems, vendor relationship management, and platform roadmap. Partner with Biztech and key stakeholders to ensure Qualtrics is configured, maintained, and leveraged as the foundation of Samsara's enterprise-wide listening infrastructure.
- Derive and activate AI-powered insights. Go beyond traditional reporting, use LLM-based theme extraction, AI-inferred sentiment analysis, and signal aggregation across structured and unstructured data to surface the patterns, friction points, and drivers that traditional analysis misses. Translate complex quantitative and qualitative data into compelling narratives that influence executive decision-making and functional priorities.
- Build and scale the closed-loop excellence program. Design and operate a tiered closed-loop system that ensures critical customer friction points are triaged, routed to the right owner, resolved, and documented.
- Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning sessions with internal stakeholders across CS, Support, Product, and Sales. Lead efforts targeting the highest-ARR-impact friction points, integrating quantitative and qualitative feedback to design and implement strategic solutions.
- Implement and manage AI tooling for CX intelligence. Evaluate, onboard, and operationalize emerging AI tools, from automated insight delivery platforms to AI-moderated research tools, building a governance framework that balances innovation with data quality and security.
- Build the Synthetic CSAT and real-time sentiment layer. Partner with the AI Engineer on the team to develop AI-inferred customer sentiment models that replace lagging survey ratings with live signals derived from operational data, enabling real-time visibility into experience health across key journey moments.
- Operationalize a customer-centric culture at Samsara. Be an effective, data-driven storyteller who inspires the organization to listen, understand, and act on customer feedback.
- Be a CX and AI thought leader. Stay ahead of what's possible in AI-powered customer intelligence — bringing emerging tools, methodologies, and best practices to Samsara before they become standard, and ensuring the team remains best-in-class in both CX programs and AI application.
- Hire, develop, and lead a high-performing, inclusive team. Build a culture of analytical rigor, AI-forward thinking, and customer obsession. Develop your team's capabilities in both traditional CX methods and emerging AI tools.
Minimum Requirements
- 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company.
- Demonstrated hands-on experience working with AI tools applied to customer understanding, including LLM-based analysis, AI-moderated research, automated theme extraction, or AI-augmented VoC programs. We need a builder, not just an enthusiast.
- Experience designing and managing global VoC programs, NPS, CSAT, transactional surveys, advisory boards, and event-based listening programs.
- Strong analytical skills with experience interpreting complex quantitative and qualitative data, applying statistical techniques, and constructing compelling narratives that drive organizational action.
- Experience building and managing a CX or feedback technology platform (Qualtrics, Medallia, or equivalent), including vendor management, integration oversight, and stakeholder adoption.
- Proven ability to influence senior and cross-functional stakeholders without direct authority, using customer insight, ARR impact framing, and data-backed storytelling to drive action on CX priorities across Product, CS, Support, and Sales.
- Exceptional written and verbal communication skills, able to distill complex, multi-dimensional data into clear narratives for both business and technical audiences.
- Genuine passion for customer experience, backed by a track record of turning customer advocacy into decisions that measurably improve the journey.
- Comfort operating in a fast-paced environment, managing multiple workstreams simultaneously, and rolling up your sleeves when the work requires it.
- Entrepreneurial mindset, energized by greenfield opportunity and ready to build programs, systems, and capabilities from the ground up.
Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below.
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 [email protected] 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. For more information regarding fraudulent employment offers, please visit our blog post here.