Senior Manager, Customer Experience Strategy

📋 Description

• Manage a cutting-edge AI-driven customer listening infrastructure.

• Oversee the integrated customer intelligence platform.

• Take full ownership of Samsara's Qualtrics platform from start to finish.

• Extract and leverage AI-driven insights.

• Develop and expand the closed-loop excellence initiative.

• Propel systemic enhancements in customer experience.

• Implement and oversee AI tools for customer experience intelligence.

• Construct the Synthetic CSAT and real-time sentiment analysis layer.

• Foster a customer-centric culture at Samsara.

• Serve as a thought leader in customer experience and AI.

• Recruit, nurture, and lead a high-performing, inclusive team.

⛳️ Requirements

• Over 8 years of direct experience in Customer Experience, Customer Insights, or Market Research within a B2B SaaS or enterprise technology setting.

• Proven hands-on experience utilizing AI tools for customer understanding, including LLM-based analysis, AI-moderated research, automated theme extraction, or AI-enhanced Voice of Customer programs. We seek a builder, not merely an enthusiast.

• Experience in designing and overseeing global Voice of Customer programs, NPS, CSAT, transactional surveys, advisory boards, and event-driven listening initiatives.

• Strong analytical skills, with a background in interpreting intricate quantitative and qualitative data, applying statistical methods, and crafting compelling narratives that drive organizational change.

• Experience in building and managing a customer experience or feedback technology platform (such as Qualtrics, Medallia, or similar), including vendor management, integration oversight, and stakeholder engagement.

• Demonstrated ability to influence senior and cross-functional stakeholders without direct authority, utilizing customer insights, ARR impact framing, and data-driven storytelling to drive action on customer experience priorities across Product, Customer Success, Support, and Sales.

• Outstanding written and verbal communication skills, capable of distilling complex, multi-faceted data into clear narratives for both business and technical audiences.

• A genuine passion for customer experience, evidenced by a history of translating customer advocacy into decisions that significantly enhance the customer journey.

• Comfortable in a fast-paced environment, adept at managing multiple workstreams simultaneously, and willing to roll up your sleeves when necessary.

• An entrepreneurial spirit, motivated by opportunities to create and ready to build programs, systems, and capabilities from the ground up.

🏝️ Benefits

• Flexible, employee-driven remote work model.

• Professional development stipend.

• Comprehensive health and parental leave benefits.

• Competitive total compensation above market standards.

• Performance-based bonuses or variable pay.

• Equity opportunities for eligible positions.