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Senior Manager, Customer Experience Strategy

8 hours, 28 minutes ago
United States
Full-time
Lead
Business Analyst
Data Science and Analytics
CRM
Apply Now
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015
View All Jobs 331

Description

  • Operate an AI-powered customer listening infrastructure, including Voice of Customer programs, survey programs, reporting pipelines, and closed-loop processes.
  • Own the unified customer intelligence platform that consolidates feedback, support, call transcripts, product telemetry, and feature requests into a single source of truth.
  • Serve as the internal owner and subject matter expert for Qualtrics, including survey architecture, governance, integrations, vendor management, and roadmap planning.
  • Derive and activate AI-powered insights using theme extraction, sentiment analysis, and signal aggregation across structured and unstructured data.
  • Translate quantitative and qualitative findings into narratives that influence executive decisions and functional priorities.
  • Build and scale a tiered closed-loop program to triage, route, resolve, and document customer friction points.
  • Facilitate cross-functional insight reviews and action-planning sessions with teams across Customer Success, Support, Product, and Sales.
  • Implement and manage AI tooling for CX intelligence, including evaluating, onboarding, and governing new tools.
  • Partner with the AI Engineer to develop AI-inferred sentiment models and a real-time experience-health layer.
  • Hire, develop, and lead a high-performing team with analytical rigor, AI-forward thinking, and customer obsession.

Requirements

  • 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research at a B2B SaaS or enterprise technology company.
  • Hands-on experience applying AI tools to customer understanding, including LLM-based analysis, AI-moderated research, automated theme extraction, or AI-augmented VoC programs.
  • Experience designing and managing global VoC programs, including NPS, CSAT, transactional surveys, advisory boards, and event-based listening programs.
  • Strong analytical skills with experience interpreting complex quantitative and qualitative data, applying statistical techniques, and building compelling narratives.
  • Experience building and managing a CX or feedback technology platform such as Qualtrics, Medallia, or equivalent, including vendor management and integrations.
  • Proven ability to influence senior and cross-functional stakeholders without direct authority.
  • Exceptional written and verbal communication skills for both business and technical audiences.
  • Track record of turning customer advocacy into decisions that improve the customer journey.
  • Comfort working in a fast-paced environment with multiple concurrent workstreams.
  • Entrepreneurial mindset and readiness to build programs and systems from the ground up.
  • 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.

Benefits

  • Annual on-target earnings of $126,000 to $202,500 USD, depending on city of residence.
  • Above-market total compensation with base salary, performance-based bonus or variable pay, and equity for eligible roles.
  • Flexible, employee-led remote working model.
  • Professional development stipend.
  • Comprehensive health plans.
  • Parental leave plans.
  • Opportunity to earn above-market compensation through strong performance in a high-growth public company.

Interested in this position?

Apply directly on the company website

Apply Now

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