Customer Experience Strategy Manager

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams.

• 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.
• 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 pire 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…