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About the role
Key responsibilities & impact- Operate a world-class AI-powered customer listening infrastructure.
- Own the unified customer intelligence platform.
- Own and manage Samsara's Qualtrics platform end to end.
- Derive and activate AI-powered insights.
- Build and scale the closed-loop excellence program.
- Drive systemic customer experience improvements.
- Implement and manage AI tooling for CX intelligence.
- Build the Synthetic CSAT and real-time sentiment layer.
- Operationalize a customer-centric culture at Samsara.
- Be a CX and AI thought leader.
- Hire, develop, and lead a high-performing, inclusive team.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- flexible, employee-led remote model
- professional development stipend
- comprehensive health and parental leave plans
- above-market total compensation
- performance-based bonus/variable pay
- equity for eligible roles
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI toolsLLM-based analysisautomated theme extractionAI-augmented VoC programsNPSCSATtransactional surveysstatistical techniquesdata interpretationcustomer feedback technology
Soft Skills
analytical skillsinfluencecommunication skillsstorytellingcustomer advocacyentrepreneurial mindsetteam leadershiporganizational actionmulti-taskingcustomer-centric culture