Customer Experience Strategy Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a top-tier customer listening framework

• Design and oversee Voice of Customer initiatives, including NPS, CSAT, CES, transactional and relationship surveys, as well as customer interviews

• Manage the design and execution of surveys, including reporting, analysis, and a comprehensive closed-loop process

• Leverage AI to transition from sporadic customer feedback snapshots to continuous, real-time sentiment analysis

• Extract insights from both quantitative and qualitative customer data, identifying key drivers, trends, and impacts on business/customer health

• Facilitate cross-departmental insight review sessions and action-planning meetings

• Lead projects aimed at addressing customer pain points and implement strategic enhancements to the customer experience

• Assess and pilot AI tools for customer experience intelligence while ensuring a balance between innovation, data integrity, and security

• Cultivate a customer-focused culture through data-driven storytelling

• Introduce CX and AI industry trends, technologies, and best practices to Samsara

• Promote and integrate Samsara’s cultural values as the company expands globally and establishes new offices

• Report directly to the Head of CX Strategy

⛳️ Requirements

• Over 5 years of direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research within a B2B SaaS or Fortune 500 Company

• Willingness to travel to customer locations 2–3 times each quarter, for 1–2 days per trip

• Proven experience managing global customer or partner feedback channels, including NPS programs, advisory boards, transactional survey initiatives, or event-driven surveys

• Familiarity with survey design and research methodologies

• Proficient in analyzing and interpreting both qualitative and quantitative data

• Strong analytical abilities and logical reasoning skills

• Excellent presentation skills with the capability to articulate complex concepts clearly in both verbal and written formats

• Experience utilizing statistical techniques and a solid understanding of statistical concepts

• Practical experience with AI tools for understanding customers, including LLM-based theme extraction, AI-inferred sentiment analysis, AI-moderated research, or AI-augmented VoC programs

• Proven ability to build trust and influence others, including executive-level audiences

• Comfortable managing multiple projects in a dynamic environment

• Familiarity with Qualtrics, Medallia, or similar enterprise-level experience management platforms is preferred

• Ideal candidates will have experience with R programming or Stata for statistical analysis

• Experience in running churn and predictive models is preferred

• Exposure to AI-moderated research tools or automated insight/reporting platforms is beneficial

🏝️ Benefits

• Performance-based bonus/variable pay

• Equity for qualifying roles

• Flexible, employee-driven remote work model

• Professional development stipend

• Comprehensive health insurance plans

• Parental leave policies

• Above-market total compensation opportunities

• Flexible working arrangements

• Equal opportunity employer with reasonable workplace accommodations