Samsara
CX Strategy Solutions Lead
USARemotePosted 3 days ago$126,000 – $202,500
Full TimeSeniorRemoteUS
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Job Description
Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) d
Key Highlights
- 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.
- 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.
- 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.
Qualifications
Required 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. 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.
Skills & Technologies
Go
About the Company
Samsara
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$126,000 – $202,500
Location
USA
Work Mode
Remote
Posted
3 days ago
Country
US