CX Strategy Solutions Lead

CX Strategy Solutions Lead

Samsara is seeking a senior-level CX Strategy Solutions Lead to join our remote team. As a pioneer of the Connected Operations™ Cloud, Samsara is transforming industries that power our global economy. We are looking for a builder with a passion for customer data and a proven track record of turning insights into action.

About the Role

You will be the operational backbone of an AI-first CX intelligence function. This role involves designing, building, and running the systems and programs that provide a real-time, unified view of the customer. By combining AI-powered signal analysis, Voice of Customer (VoC) program management, and data storytelling, you will drive measurable improvements across the end-to-end customer journey. You will 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.

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.

Key Responsibilities

• Operate AI-Powered Customer Listening Infrastructure: Design and run VoC programs (NPS, CSAT, CES, transactional and relationship 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, product telemetry, feature requests) into a single, AI-queryable source of truth. Partner with Biztech to build and maintain the necessary data infrastructure.
• Manage Samsara's Qualtrics Platform: Serve as the internal system owner and subject matter expert for Qualtrics, overseeing survey architecture, user access, integrations, vendor management, and platform roadmap.
• Derive and Activate AI-Powered Insights: Utilize LLM-based theme extraction, AI-inferred sentiment analysis, and signal aggregation to surface patterns and friction points. Translate complex data into compelling narratives to influence executive decision-making.
• Build and Scale the Closed-Loop Excellence Program: Design and operate a tiered system to ensure critical customer friction points are triaged, resolved, and documented.
• Drive Systemic Customer Experience Improvements: Facilitate cross-functional insight reviews and action-planning sessions. Lead efforts targeting high-impact friction points by integrating quantitative and qualitative feedback to design and implement strategic solutions.
• Implement and Manage AI Tooling for CX Intelligence: Evaluate, onboard, and operationalize emerging AI tools, establishing a governance framework.
• Build the Synthetic CSAT and Real-time Sentiment Layer: Partner with the AI Engineer to develop AI-inferred customer sentiment models that provide live signals from operational data.
• Operationalize a Customer-Centric Culture: Act as a data-driven storyteller to inspire the organization to listen, understand, and act on customer feedback.
• Be a CX and AI Thought Leader: Stay abreast of advancements in AI-powered customer intelligence and bring emerging tools and methodologies to Samsara.
• Hire, Develop, and Lead a High-Performing Team: Build a culture of analytical rigor, AI-forward thinking, and customer obsession. Develop team capabilities in both traditional CX methods and emerging AI tools.

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 applied to customer understanding (e.g., LLM-based analysis, AI-moderated research, automated theme extraction, AI-augmented VoC programs).
• Experience designing and managing global VoC programs, including NPS, CSAT, transactional surveys, and advisory boards.
• Strong analytical skills with experience interpreting complex quantitative and qualitative data and constructing compelling narratives.
• Experience building and managing a CX or feedback technology platform (e.g., Qualtrics, Medallia).
• Proven ability to influence senior and cross-functional stakeholders using customer insights and data-backed storytelling.
• Exceptional written and verbal communication skills.
• Genuine passion for customer experience with a track record of driving decisions that improve the customer journey.
• Comfort operating in a fast-paced environment and managing multiple workstreams.
• Entrepreneurial mindset, ready to build programs and capabilities from the ground up.

What We Offer

• Annual on-target earnings (OTE) range: $126,000—$202,500 USD.
• Above-market total compensation through base salary, performance-based bonus/variable pay, and equity (for eligible roles).
• Flexible,