Senior Manager, Customer Experience Strategy

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, 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.

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 survey design, operational execution, reporting pipelines, and the closed-loop process end to end.
• 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. Partner with Biztech to build and maintain the data infrastructure that makes this possible.
• Own and manage Samsara's Qualtrics platform end to end. Serve as the internal system owner and subject matter expert for Qualtrics, overseeing survey architecture, user access and governance, integrations with CRM and data systems, vendor relationship management, and platform roadmap.