Customer Experience Strategy Manager

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $126k - $202.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

🏗️ Construction

🏥 Healthcare

💰 Seed Round on 2014-08

Logistics • Construction • Healthcare

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• Build a world-class customer listening infrastructure • Design and lead Voice of Customer programs including NPS, CSAT, CES, transactional and relationship surveys, and customer interviews • Manage survey design and operations, reporting, analysis, and a robust closed-loop process • Use AI to move from periodic customer feedback snapshots toward continuous, real-time sentiment • Derive insights from quantitative and qualitative customer data, uncovering key drivers, trends, and business/customer-health impact • Facilitate cross-functional insight reviews and action-planning meetings • Lead initiatives addressing customer pain points and implement strategic customer experience improvements • Evaluate and pilot AI tooling for CX intelligence while balancing innovation, data quality, and security • Operationalize a customer-centric culture through data-driven storytelling • Bring CX and AI industry trends, technologies, and best practices to Samsara • Champion and embed Samsara’s cultural principles as the company scales globally and across new offices • Report directly to the Head of CX Strategy

🎯 Requirements

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company • Comfort traveling to customer sites 2–3 times per quarter, for 1–2 days per trip • Experience managing global customer or partner listening posts, including NPS programs, advisory boards, transactional survey programs, or event-based surveys • Knowledge of survey design and research methods • Experience analyzing and interpreting qualitative and quantitative data • Strong analytical and logical reasoning skills • Strong presentation skills and ability to convey complex ideas clearly in verbal and written form • Experience applying statistical techniques and working knowledge of statistics concepts • Hands-on experience with AI tools for customer understanding, including LLM-based theme extraction, AI-inferred sentiment analysis, AI-moderated research, or AI-augmented VoC programs • Experience building trusting relationships and influencing others, including executive audiences • Comfort managing multiple projects in a fast-paced environment • Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms is ideal • Experience using R programming or Stata for statistical analysis is ideal • Experience running churn and predictive models is ideal • Exposure to AI-moderated research tools or automated insight/reporting platforms is ideal

🏖️ Benefits

• Performance-based bonus/variable pay • Equity for eligible roles • Flexible, employee-led remote model • Professional development stipend • Comprehensive health plans • Parental leave plans • Above-market total compensation opportunities • Flexible working model • Equal opportunity and reasonable workplace accommodations