Customer Experience Strategy Manager

Samsara
United States, California
Workplace: RemoteFull timeUSD 106,802 - 161,550 annuallyFunction: Customer Success & Account ManagementSkills: ["Executive communication","Presentation skills","Stakeholder management","Influencing others","Storytelling"]

Own customer experience strategy by building and running Voice of Customer (VoC) programs that turn NPS, CSAT, CES, surveys, and interviews into actionable, increasingly real-time insights. Analyze qualitative and quantitative customer data to identify drivers and pain points, lead cross-functional action planning, and pilot AI tools for CX intelligence (e.g., LLM-based theme extraction and sentiment analysis). Influence executives and operationalize a customer-centric culture.

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FursaFursa
Samsara
Samsara
3 days ago

Customer Experience Strategy Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own customer experience strategy by building and running Voice of Customer (VoC) programs that turn NPS, CSAT, CES, surveys, and interviews into actionable, increasingly real-time insights. Analyze qualitative and quantitative customer data to identify drivers and pain points, lead cross-functional action planning, and pilot AI tools for CX intelligence (e.g., LLM-based theme extraction and sentiment analysis). Influence executives and operationalize a customer-centric culture.
Location: United States, California
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Build and lead Voice of Customer (VoC) programs (NPS, CSAT, CES, surveys, and interviews) and run survey operations, reporting, analysis, and closed-loop follow-up.
  • •Derive insights from both quantitative and qualitative customer data to uncover drivers, trends, and customer/business-health impacts.
  • •Drive systemic CX improvements by facilitating cross-functional insight reviews and leading action-planning to address key customer pain points.
  • •Evaluate and pilot AI tooling for CX intelligence, including automated insight delivery and AI-moderated research tools, while balancing innovation with data quality and security.
  • •Operationalize a customer-centric culture and act as a CX and AI thought leader by sharing best practices and emerging approaches across the organization.
Travel: Low travel

Pay and Benefits

Salary: USD 106,802 - 161,550 annually
Equity and Bonus:Equity
Perks:Remote WorkHealth InsuranceParental LeaveLearning Budget

Key Requirements

  • •5+ years of direct experience in customer experience, customer insights, partner experience, or market research in a B2B SaaS or Fortune 500 environment.
  • •Experience managing global customer/partner listening programs such as NPS, transactional survey programs, advisory boards, or event-based surveys.
  • •Knowledge of survey design and research methods, with strong statistical understanding and experience applying statistical techniques.
  • •Hands-on use of AI tools for customer understanding, including LLM-based theme extraction and AI-inferred sentiment analysis (or similar).
  • •Strong ability to analyze qualitative and quantitative data, craft compelling narratives, and provide clear recommendations; comfortable influencing executives.
Experience:B2B SaaSFortune 500
Skills:Executive communicationPresentation skillsStakeholder managementInfluencing othersStorytelling
Languages:English
Tech Stack:NPSCSATCESQualtricsMedalliaLLM-based theme extractionAI-inferred sentiment analysisAI-moderated researchRStataChurn modeling

Company Brief

Samsara
Provides an integrated IoT platform combining hardware sensors, cameras, and cloud-based software to help businesses monitor vehicles, equipment, and operations for fleet management, safety, compliance, and operational efficiency.
Industry: Supply Chain Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn