Samsara is seeking a Senior Manager, Customer Experience Strategy to lead the operational backbone of an AI-first CX intelligence function, designing and running systems and programs that give Samsara a real-time, unified view of the customer. The role requires 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company, with demonstrated hands-on experience working with AI tools applied to customer understanding.
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
- 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
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
