Job Description
The role involves designing and managing AI-powered customer experience programs, analyzing customer feedback data, and driving systemic improvements to enhance customer satisfaction and loyalty within a fast-paced, innovative environment.
Key Responsibilities
- Operate and manage the AI-powered customer listening infrastructure.
- Design, execute, and oversee Voice of Customer programs, surveys, and closed-loop processes.
- Own and maintain the unified customer intelligence platform and data infrastructure.
- Derive insights using AI tools, including sentiment analysis and theme extraction, to inform decision-making.
- Develop and manage a closed-loop system to address customer friction points and drive improvements.
- Implement and operationalize AI tools for customer experience intelligence, ensuring governance and data security.
- Build and develop AI-inferred customer sentiment models for real-time experience monitoring.
- Lead initiatives to foster a customer-centric culture through data-driven storytelling and insights.
- Stay ahead of AI advancements in customer intelligence and incorporate emerging tools and methodologies.
- Hire, develop, and lead a team focused on customer experience and AI-driven insights.
Requirements
- 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 Voice of Customer programs.
- Experience designing and managing global Voice of Customer (VoC) programs, including 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 such as 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, Customer Support, 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 customer journey.
- Comfort operating in a fast-paced environment, managing multiple workstreams simultaneously, and being hands-on when necessary.
- Entrepreneurial mindset, energized by greenfield opportunities, and capable of building programs, systems, and capabilities from the ground up.
Benefits & Perks
Annual OTE Salary range of $126,000 to $202,500 USD
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
Equity in a high-growth public company
Performance-based bonus variable pay
Ready to Apply?
Join Samsara and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs