Senior Manager, Customer Experience Strategy
S
SamsaraSaaS
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeManager
Salary126,000 - 202,500 USD per year OTE
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Job Details
- Experience
- 8+ years
- Required Skills
- Analytical SkillsMarket Research
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.
- 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.
- 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.
- 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.
Responsibilities
- Operate a world-class AI-powered customer listening infrastructure.
- Design and run Voice of Customer programs, NPS, CSAT, CES, transactional and relationship surveys, augmented by AI.
- 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.
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