Senior Manager, Customer Experience Strategy

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• 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 to move beyond periodic snapshots toward continuous, real-time customer sentiment. Own survey design, operational execution, reporting pipelines, and the closed-loop process end to end.
• Own the unified customer intelligence platform. Drive the implementation and ongoing management of a centralized experience platform that consolidates all channels of customer feedback, survey responses, support tickets, Gong call transcripts, product telemetry, feature requests, into a single, AI-queryable source of truth. Partner with Biztech to build and maintain the data infrastructure that makes this possible.
• Own and manage Samsara's Qualtrics platform end to end. Serve as the internal system owner and subject matter expert for Qualtrics,overseeing survey architecture, user access and governance, integrations with CRM and data systems, vendor relationship management, and platform roadmap. Partner with Biztech and key stakeholders to ensure Qualtrics is configured, maintained, and leveraged as the foundation of Samsara's enterprise-wide listening infrastructure.
• Derive and activate AI-powered insights. Go beyond traditional reporting, use LLM-based theme extraction, AI-inferred sentiment analysis, and signal aggregation across structured and unstructured data to surface the patterns, friction points, and drivers that traditional analysis misses. Translate complex quantitative and qualitative data into compelling narratives that influence executive decision-making and functional priorities.
• Build and scale the closed-loop excellence program. Design and operate a tiered closed-loop system that ensures critical customer friction points are triaged, routed to the right owner, resolved, and documented.
• Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning sessions with internal stakeholders across CS, Support, Product, and Sales. Lead efforts targeting the highest-ARR-impact friction points, integrating quantitative and qualitative feedback to design and implement strategic solutions.
• Implement and manage AI tooling for CX intelligence. Evaluate, onboard, and operationalize emerging AI tools, from automated insight delivery platforms to AI-moderated research tools, building a governance framework that balances innovation with data quality and security.
• Build the Synthetic CSAT and real-time sentiment layer. Partner with the AI Engineer on the team to develop AI-inferred customer sentiment models that replace lagging survey ratings with live signals derived from operational data, enabling real-time visibility into experience health across key journey moments.
• Operationalize a customer-centric culture at Samsara. Be an effective, data-driven storyteller who inspires the organization to listen, understand, and act on customer feedback.
• Be a CX and AI thought leader. Stay ahead of what's possible in AI-powered customer intelligence — bringing emerging tools, methodologies, and best practices to Samsara before they become standard, and ensuring the team remains best-in-class in both CX programs and AI application.
• Hire, develop, and lead a high-performing, inclusive team. Build a culture of analytical rigor, AI-forward thinking, and customer obsession. Develop your team's capabilities in both traditional CX methods and emerging AI tools.
• 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.