Samsara · 10 hours ago
Customer Experience Strategy Manager
United States
Full-time
Remote
Senior Level
$113K/yr - $162K/yr
5+ years expSamsara is the pioneer of the Connected Operations™ Cloud, enabling organizations to harness IoT data for operational improvements. The Customer Experience Strategy Manager will focus on enhancing customer experience through actionable insights and program management, collaborating with various teams to drive systemic improvements and advocate for customer needs.
Cloud ComputingSaaSBig DataSoftwareInternet of ThingsBusiness IntelligenceCloud Data Services
Responsibilities
Build a world-class customer listening infrastructure
Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights
This includes survey design and operations, reporting, analysis, and managing the closed loop process
Lead internal change management and training efforts related to new VoC programs
Derive actionable insights from quant and qual customer data
Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health
Drive systemic customer experience improvements
Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements
Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions
Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time
Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool
Operationalize a customer-centric culture at Samsara
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller
Be a CX thought leader
Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches
Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Qualification
Required
5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company
Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys
Knowledge of a variety of survey design and research methods
Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
Experience applying statistical techniques and working knowledge of statistics concepts
Experience in building trusting relationships and influencing others (including executive audiences)
Strong analytical and logical reasoning skills; deep sense of curiosity
Comfort in a fast-paced environment, managing multiple projects simultaneously
Willingness to roll up your sleeves; no task is too big or small
Demonstrated passion for Customer Experience and acting as an advocate for customers
Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions
Ability to synthesize a broad set of information into a cohesive narrative
Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms
Preferred
Experience using R programming or Stata for statistical analysis on customer experience data
Experience running churn and predictive models based on customer experience data
Benefits
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Company
Samsara
Samsara is digitizing the world of physical operations.
1001-5000 employees
H1B Sponsorship
Samsara has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (53)
2023 (59)
2022 (70)
2021 (1)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$930MKey Investors
Andreessen Horowitz,General CatalystGeneral CatalystAndreessen Horowitz
2021-12-15IPO
2020-09-24Secondary Market
2020-05-20Series F· $700M
Leadership Team
Sanjit Biswas
CEO
Ben Calderon
CTO - Hardware & Operations
Recent News
2026-02-04
2026-02-03
Company data provided by crunchbase