CX Strategy Solutions Lead

Customer Experience Strategy Lead, AI-Powered Insights

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, empowering organizations reliant on physical operations to harness IoT data for actionable insights. We are committed to enhancing the safety, efficiency, and sustainability of the industries that power our world. As a recently public company, Samsara offers a platform for significant impact and long-term growth.

About the Role

As a key member of Samsara's Customer Experience Strategy team, you will serve as the operational backbone for an AI-first CX intelligence function. Your mission is to design, build, and manage the systems and programs that provide Samsara with a real-time, unified view of the customer. This involves leveraging AI-powered signal analysis, world-class Voice of Customer (VoC) program management, and rigorous data storytelling to drive measurable improvements across the end-to-end customer journey. You will report directly to the Head of Customer Experience Strategy and own the daily execution of our customer listening infrastructure, insights operations, and closed-loop programs. This is a hands-on builder role, focused on making AI-driven customer understanding a reality.

This is a remote position open to candidates residing in the US, excluding 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 manage VoC programs (NPS, CSAT, CES, surveys), augmented by AI for continuous, real-time customer sentiment analysis. Own survey design, operational execution, reporting pipelines, and the end-to-end closed-loop process.
• Own the Unified Customer Intelligence Platform: Drive the implementation and management of a centralized platform consolidating all customer feedback channels (surveys, support tickets, call transcripts, telemetry, feature requests) into a single, AI-queryable source of truth. Collaborate with Biztech to build and maintain the necessary data infrastructure.
• Own and Manage Samsara's Qualtrics Platform: Serve as the system owner and subject matter expert for Qualtrics, overseeing survey architecture, user access, integrations, vendor management, and platform roadmap. Partner with Biztech and stakeholders to ensure Qualtrics serves as the foundation for enterprise-wide listening.
• Derive and Activate AI-Powered Insights: Utilize LLM-based theme extraction, AI-inferred sentiment analysis, and signal aggregation across structured and unstructured data to uncover patterns and friction points missed by traditional analysis. Translate complex data into compelling narratives for executive decision-making.
• Build and Scale the Closed-Loop Excellence Program: Design and operate a tiered system to triage, resolve, and document critical customer friction points.
• Drive Systemic Customer Experience Improvements: Facilitate cross-functional insight reviews and action-planning sessions with stakeholders across CS, Support, Product, and Sales. Lead initiatives targeting high-ARR-impact friction points.
• Implement and Manage AI Tooling for CX Intelligence: Evaluate, onboard, and operationalize emerging AI tools, establishing 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 to develop AI-inferred sentiment models using operational data for real-time experience health visibility.
• Operationalize a Customer-Centric Culture: Act as an effective, data-driven storyteller to inspire the organization to act on customer feedback.
• Be a CX and AI Thought Leader: Stay ahead of AI-powered customer intelligence trends, bringing best practices and emerging methodologies to Samsara.
• Hire, Develop, and Lead a High-Performing Team: Foster a culture of analytical rigor, AI-forward thinking, and customer obsession.

Minimum Requirements

• 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research within a B2B SaaS or enterprise technology company.
• Demonstrated hands-on experience with AI tools for customer understanding (LLM analysis, AI-moderated research, automated theme extraction, AI-augmented VoC).
• Experience designing and managing global VoC programs (NPS, CSAT, transactional surveys, advisory boards).
• Strong analytical skills for interpreting complex quantitative and qualitative data and constructing compelling narratives.
• Experience building and managing a CX or feedback technology platform (Qualtrics, Medallia, or equivalent), including vendor management and integrations.
• Proven ability to influence senior and cross-functional stakeholders using data-backed storytelling.
• Exceptional written and verbal communication skills.
• Genuine passion for customer experience and a track record of driving measurable improvements.
• Comfort operating in a fast-paced environment with multiple workstreams.
• Entrepreneurial mindset, energized by building programs and capabilities from the ground up.

Total Rewards

Samsara offers above-market total compensation, including base salary, performance-based bonus/variable pay, and equity. Benefits include a flexible, employee-led remote model, professional development stipends, and comprehensive health and parental leave plans.