Samsara
Technology
CXStrategySolutionsLead
Neural analysis suggests this role is
optimal for Mid+ candidates.
“CX Strategy Solutions Lead at Samsara. Skills: Customer Experience Strategy, AI-powered CX intelligence, Data storytelling. Operate AI-powered customer listening infrastructure. Design Voice of Customer programs”
What You'll Achieve.
Drive measurable improvements across customer journey; Ensure real-time, unified view of customer; Surface patterns missed by traditional analysis; Influence executive decision-making; Drive systemic customer experience improvements; Ensure critical friction points are triaged, routed, resolved, documented; Implement and manage AI tooling; Enable real-time visibility into experience health; Operationalize customer-centric culture; Ensure team remains best-in-class
Industry & Context.
AI-powered insights; LLM-based theme extraction; AI-inferred sentiment analysis; Signal aggregation; Root cause analysis; Friction point identification; Data-driven decision making
What They're Looking For.
Must Have
5+ years experience in CX strategy, Hands-on experience transforming CX with AI, Deep Voice of Customer program management expertise, Proven track record of turning insight into action, Ability to move from signal to story to business outcome, Experience working at scale in real time, Experience with AI-powered customer intelligence, Experience with LLM-based theme extraction, Experience with AI-inferred sentiment analysis, Experience with signal aggregation across structured and unstructured data, Experience translating complex quantitative and qualitative data into compelling narratives, Experience influencing executive decision-making, Experience designing and operating tiered closed-loop systems, Experience routing customer friction points to owners, Experience facilitating cross-functional insight reviews, Experience leading efforts targeting highest-ARR-impact friction points, Experience integrating quantitative and qualitative feedback, Experience designing strategic solutions, Experience implementing and managing AI tooling for CX intelligence, Experience evaluating emerging AI tools, Experience building governance frameworks for AI tools, Experience partnering with AI Engineer, Experience developing AI-inferred customer sentiment models, Experience replacing lagging survey ratings with live signals, Experience enabling real-time visibility into experience health, Experience being a data-driven storyteller, Experience inspiring organization to act on customer feedback, Experience staying ahead of AI-powered customer intelligence possibilities, Experience bringing emerging tools, methodologies, and best practices to a company, Experience building a culture of analytical rigor, Experience building a culture of AI-forward thinking, Experience building a culture of customer obsession, Experience developing team capabilities in traditional CX methods, Experience developing team capabilities in emerging AI tools
Nice to Have
Experience in the San Francisco Bay Metro Area, Experience in the NYC Metro Area, Experience in the Washington, D.C. Metro Area
What You'll Do.
Operate AI-powered customer listening infrastructure
Design Voice of Customer programs
Run Voice of Customer programs
Augment surveys with AI
Own operational execution
Own reporting pipelines
Own closed-loop process
Own unified customer intelligence platform
Drive implementation of experience platform
Manage experience platform
Consolidate customer feedback channels
Consolidate survey responses
Consolidate support tickets
Consolidate Gong call transcripts
Consolidate product telemetry
Consolidate feature requests
Build data infrastructure
Maintain data infrastructure
Manage Qualtrics platform
Oversee survey architecture
Manage vendor relationships
Manage platform roadmap
Derive AI-powered insights
Activate AI-powered insights
Use LLM-based theme extraction
Use AI-inferred sentiment analysis
Use signal aggregation
Surface friction points
Translate data into narratives
Influence executive decision-making
Influence functional priorities
Build closed-loop excellence program
Scale closed-loop excellence program
Design tiered closed-loop system
Operate tiered closed-loop system
Ensure friction points are triaged
Route friction points to owners
Resolve friction points
Document friction points
Drive systemic CX improvements
Facilitate insight reviews
Facilitate action-planning sessions
Lead efforts targeting friction points
Integrate feedback for solutions
Design strategic solutions
Implement strategic solutions
Implement AI tooling for CX intelligence
Manage AI tooling for CX intelligence
Evaluate emerging AI tools
Onboard emerging AI tools
Operationalize emerging AI tools
Build governance framework for AI tools
Build Synthetic CSAT layer
Build real-time sentiment layer
Develop AI-inferred customer sentiment models
Replace lagging survey ratings
Enable real-time visibility
Operationalize customer-centric culture
Be a data-driven storyteller
Inspire organization to listen
Inspire organization to understand
Inspire organization to act
Be a CX thought leader
Be an AI thought leader
Stay ahead of AI possibilities
Bring emerging tools to Samsara
Bring methodologies to Samsara
Bring best practices to Samsara
Hire a high-performing team
Develop a high-performing team
Lead a high-performing team
Build culture of analytical rigor
Build culture of AI-forward thinking
Build culture of customer obsession
Develop team capabilities in traditional CX
Develop team capabilities in emerging AI
How You'll Work.
Team & Collaboration
Cross-functional insight reviews; Action-planning sessions; Stakeholders across CS, Support, Product, Sales
Communication Scope
Data storytelling; Compelling narratives; Executive decision-making influence; Functional priorities influence
Process & Methodology
Program management, Operational execution, Roadmap planning
Full 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) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the Role 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,
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