Customer Experience Strategy Manager

NextGenEnergyJobs; Northern (KY); Hybrid; USD 107,000 - 162,000; Full time

Benefits offered by this job

Flexible remote model

Professional development stipend

Health and parental leave

Job summary

Samsara is seeking a senior leader for Customer Experience Strategy to design and oversee Voice of the Customer programs. You will drive real-time insights using AI-driven theme extraction and sentiment analysis, influencing executives to act on customer feedback across the organization.

You will shape a world-class listening infrastructure, partner with leaders to implement programs like NPS and CSAT, and translate data into actionable CX improvements while maintaining data quality and

Qualifications

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
• Experience managing global customer or partner listening posts (NPS, advisory boards, surveys).
• Experience analyzing qualitative and quantitative data and telling compelling narratives with data.
• Strong presentation skills in both business and technical discussions.
• Hands-on experience with AI tools for customer understanding (LLMs, sentiment analysis).
• Experience using enterprise-level experience management platforms.

Responsibilities

• Lead the design and leadership of VoC programs including NPS, CSAT, CES, surveys and interviews.
• Provide real-time customer insights and drive cross-functional action planning to improve CX.
• Partner with executives to implement AI-driven insights while maintaining data quality and security.
• Build and evolve a world-class customer listening infrastructure across the organization.

Skills

VoC program management

AI tools in CX

Data storytelling

Statistical analysis

Presentation skills

Tools

Qualtrics

Medallia

R

Stata

Job description

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

Key Responsibilities

• 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 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

• 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.
• 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.
• $106,802
• —
• $161,550 USD
• 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.