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Customer Service
Customer Experience Strategy Manager
@Samsara
[Hiring] Customer Experience Strategy Manager @Samsara
Mar 22, 2025 - Samsara is hiring a remote Customer Experience Strategy Manager. đź’¸ Salary: $106,802.50 - $179,500 usd. đź“ŤLocation: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a critical member of the Customer Experience Strategy team, you will focus on advancing our mission of delivering a superior experience throughout the customers’ end-to-end journey. You will play a pivotal role in improving our customers’ experience, loyalty and growth by influencing the company and our leadership to action using customer experience feedback and insights. This role reports directly to the Head of CX - Insights & Operations.
- 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.
- Lead internal change management and training efforts related to new VoC programs.
- Derive actionable insights from quant and qual customer data.
- Drive systemic customer experience improvements.
- Build and drive a robust closed loop process.
- Support the implementation of a customer experience management platform.
- Operationalize a customer-centric culture at Samsara.
- Be a CX thought leader.
- Champion, role model, and embed Samsara’s cultural principles.
Qualifications
- 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 using R programming or Stata for statistical analysis on customer experience data.
- Experience running churn and predictive models based on customer experience data.
- 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.
- Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms.
Requirements
- Strong understanding of customer experience program management, analytics, and the ability to tell compelling stories with data.
- Ability to dive deep into customer journeys and data to understand and empathize with customer pain points.
- Ability to identify opportunities with respect to customer engagement, business strategy, and quality of service.
Benefits
- Full time employees receive a competitive total compensation package.
- Employee-led remote and flexible working.
- Health benefits.
- Samsara for Good charity fund.
- Much more.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$106,802.50 - $179,500 usd
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 22, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
