CX Strategy Solutions Lead

🔥 0 minutes ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $126k - $202.5k / year

⏰ Full Time

🟠 Senior

🧐 Strategy

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

Enterprise • Transport • Security

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

• Operate a world-class AI-powered customer listening infrastructure. • Own the unified customer intelligence platform. • Own and manage Samsara's Qualtrics platform end to end. • Derive and activate AI-powered insights. • Build and scale the closed-loop excellence program. • Drive systemic customer experience improvements. • Implement and manage AI tooling for CX intelligence. • Build the Synthetic CSAT and real-time sentiment layer. • Operationalize a customer-centric culture at Samsara. • Be a CX and AI thought leader. • Hire, develop, and lead a high-performing, inclusive team.

🎯 Requirements

• 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company. • Demonstrated hands-on experience working with AI tools applied to customer understanding, including LLM-based analysis, AI-moderated research, automated theme extraction, or AI-augmented VoC programs. We need a builder, not just an enthusiast. • Experience designing and managing global VoC programs, 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 constructing compelling narratives that drive organizational action. • Experience building and managing a CX or feedback technology platform (Qualtrics, Medallia, or equivalent), including vendor management, integration oversight, and stakeholder adoption. • Proven ability to influence senior and cross-functional stakeholders without direct authority, using customer insight, ARR impact framing, and data-backed storytelling to drive action on CX priorities across Product, CS, Support, and Sales. • Exceptional written and verbal communication skills, able to distill complex, multi-dimensional data into clear narratives for both business and technical audiences. • Genuine passion for customer experience, backed by a track record of turning customer advocacy into decisions that measurably improve the journey. • Comfort operating in a fast-paced environment, managing multiple workstreams simultaneously, and rolling up your sleeves when the work requires it. • Entrepreneurial mindset, energized by greenfield opportunity and ready to build programs, systems, and capabilities from the ground up.

🏖️ Benefits

• Flexible working model • Professional development stipend • Comprehensive health and parental leave plans