CX Strategy Manager, AI Transformation

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

Benefits offered by this job

Remote‑friendly

Professional development stipend

Health and parental leave

Job summary

Samsara is seeking a Customer Experience Strategy professional to lead an AI-driven transformation of our end-to-end customer journey. You will collaborate with cross-functional leaders to design and deploy AI-powered VoC programs and workflows.

You will prototype quickly with incomplete requirements, working with engineering to scale prototypes into production-grade solutions that enhance productivity and ROI. This role offers a flexible remote model and quarterly travel to customer sites.

Qualifications

• 5+ years in operations, business analysis, process improvement, product operations, or a similar hybrid builder/operator role.
• Demonstrated hands-on experience building with AI tools — not just using them.
• Strong workflow/process analysis skills — able to spot the highest-leverage automation opportunities.
• Comfortable prototyping fast with incomplete requirements, then iterating from real feedback.
• Able to translate a business problem into a buildable AI use case and write clear requirements for engineering.

Responsibilities

• Build a world-class customer listening infrastructure and lead Voice of Customer programs using AI for real-time insights.
• Partner with Support, Customer Success, and Sales to surface AI opportunities and automate workflows.
• Rapidly prototype AI-powered solutions using LLMs, prompts, agent frameworks, and low-code platforms.
• Collaborate with Engineering to translate prototypes into production-grade builds with clear data requirements.
• Stay current on AI trends and best practices to maintain market leadership in customer experience programs.
• Champion Samsara’s cultural principles across the organization.

Skills

AI tools experience

Workflow analysis

Prototype fast

Stakeholder management

Travel willingness

Python scripting

API integrations

Data governance awareness

Tools

LangChain

CrewAI

Zapier

Make

Retool

Job description

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 be advancing our mission of delivering a superior experience throughout the customers' end-to-end journey. You will do this by bringing an AI forward approach to problem solving, leading an AI transformation from a CX lens. This role reports directly to the Head of CX Strategy and will collaborate closely with leaders across the organization.

You will move with urgency and speed, running rapid cycles from concept to prototype to development and rollout. You are first and foremost a builder, and will partner with the engineering team to translate business opportunities into tools and workflows that equip the business to deliver at a higher standard. 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 practice.

This is a remote position open to candidates residing in Canada and the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

In this role, you will

• Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs that give the organization actionable customer experience insights. Use AI to help move beyond periodic snapshots toward more continuous, real-time, customer sentiment.
• Partner with functional stakeholders (e.g., Support, Customer Success, Sales) to surface and prioritize opportunities to harness the power of AI to achieve better customer experience. This may look like workflow automation, or a completely new value-add function.
• Rapidly prototype AI-powered solutions, using LLMs, prompt-based workflows, agent frameworks, and low-code/no-code automation platforms. Iterate prototypes based on real user feedback from pilot groups, refining the approach before handoff.
• Partner with Engineering teams to translate validated prototypes into production-grade builds. Write clear requirements, define data and integration needs, ensuring the product meets data security and compliance standards, and measure productivity, efficiency, or ROI impact post launch.
• Be an AI thought leader. Stay current on 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 operations, business analysis, process improvement, product operations, or a similar hybrid builder/operator role
• Demonstrated hands-on experience building with AI tools — not just using them: prompt engineering, LLM-based workflows, agent frameworks (e.g., LangChain, CrewAI), or low-code/no-code automation platforms (e.g., Zapier, Make, Retool).
• Strong workflow/process analysis skills — able to spot the highest-leverage automation opportunities and redesign a process around them.
• Comfortable prototyping fast with incomplete requirements, then iterating from real feedback rather than waiting for a full spec.
• Able to translate a business problem into a buildable AI use case, and to write requirements clear enough for an engineering partner to build from.
• Strong stakeholder management and communication skills — able to train and drive adoption among non-technical users.
• Flourishes in a fast-paced environment. Comfortable managing multiple projects simultaneously.
• Travel: Comfort traveling to customer sites once a quarter (1-2 days per trip) to gain first‑hand understanding of customer operations.

An ideal candidate also has

• Basic Python/scripting ability
• Experience with API integrations
• Familiarity with data governance or security considerations for AI systems
• Experience with customer insight, experiment management, or VoC programs such as NPS and CSAT surveys, qualitative interviews, or market research
• Experience running statistical analysis, or churn and predictive models based on customer experience data
• $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 [e-mail] if you require any reasonable accommodations throughout the recruiting process.

Samsara's Mission

Improve the safety, efficiency, and sustainability of the operations that power the global economy.