[Hiring] CX Strategy Solutions Lead @Samsara

Role Description

As a critical member of Samsara's Customer Experience Strategy team, you will be the operational backbone of an AI-first CX intelligence function. You will design, build, and run the systems and programs that give Samsara a real-time, unified view of the customer, combining AI-powered signal analysis, world-class VoC program management, and rigorous data storytelling to drive measurable improvements across the end-to-end customer journey.

You report directly to the Head of Customer Experience Strategy and own the day-to-day execution of our customer listening infrastructure, insights operations, and closed-loop programs. You are not just a program manager; you are a builder who understands that AI is transforming how companies listen to, understand, and act on customer feedback, and you bring hands-on experience making that transformation real.

You have deep Voice of Customer program management expertise, a passion for customer data, and a proven track record of turning insight into action. You know how to move from signal to story to business outcome, and you're energized by the challenge of doing that at scale, in real time, with AI as your force multiplier.

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.

In This Role, You Will

• 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 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.
• 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.
• Be a CX and AI thought leader.
• Hire, develop, and lead a high-performing, inclusive team.

Qualifications

• 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 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.

Requirements

• Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence.
• Annual OTE Salary: $126,000 — $202,500 USD.

Benefits

• Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
• Flexible, employee-led remote model.
• Professional development stipend.
• Comprehensive health and parental leave plans.