Senior Director, Customer Experience

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, Equipment Monitoring, and Site Visibility. 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.
Recent awards we've won include:
Glassdoor's Best Places to Work 2024
Best Places to Work by Built In 2024
Great Place To Work Certified 2023
Fast Company's Best Workplaces for Innovators 2023
Financial Times The Americas' Fastest Growing Companies 2023
We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.
About the role:
As Senior Director of Samsara's Customer Experience Strategy team, you will play a pivotal role in improving our customers' experience, loyalty, and growth by influencing the company and senior leadership to action using customer experience insights. You will build and spearhead a customer experience focus that drives innovation in how we serve our customers. You will be responsible for:
Building and managing the Customer Experience Strategy team whose primary focus will be to drive improvement across the entire customer journey through quantitative insights, qualitative strategic research, journey mapping, and design-thinking techniques
Driving improvement in the best practice implementation and closed-loop processes around quantitative customer experience programs (e.g., NPS, CSAT)
Utilizing qualitative customer experience programs for key company priorities (e.g., journey mapping, qualitative research, design thinking workshops)
Working cross-functionally to drive customer data-driven decisions (e.g., helping set priorities, managing progress, reducing friction) and building a culture of focus on the end-to-end customer experience across Samsara
Working on critical strategic initiatives that make an impact on our customers' experience
You should apply if:
You want to impact the industries that run our world:

Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
You have innate curiosity in how businesses work:

One day you'll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
You build genuine relationships with your customers:

The industries we serve have relied on pen-and-paper solutions for years and haven't been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
You want to be with the best:

Samsara's high-performance culture means you'll be surrounded by the best and challenged to go farther than you have before.
You are a team player:

At Samsara, sales is a team sport. We help each other out by sharing best practices and focus on winning as a team.
Click here

to learn about what we value at Samsara.
In this role, you will:

Build and execute a vision for Customer Experience that is aligned with our strategic goals and aims to deliver a frictionless and valuable experience for our Customers
Build and scale our voice of customer programs and feedback loops – collaborating with key stakeholders to democratize quantitative customer feedback and insights (e.g., marketing, tech, support, success, etc.)
Design Samsara's Customer Experience economics loyalty model, quantifying the financial impact of customer experience on key financial metrics and the ROI of CX improvement initiatives
Build and scale the strategic qualitative research and innovation function - including use of journey mapping in key cross-functional projects to identify moments that matter and improvement opportunities
Centralize how we collect and evaluate customer feedback across the company and establish best-in-class use of CX methodologies and measurement tools across the company
Spearhead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to identify, design, and implement strategic solutions
Act as the voice of the customer internally to challenge status quo, work with customer-facing teams to drive CX improvement, and advocate for customer voice in all key priorities (e.g., workshop facilitation)
Bring industry-leading trends, technologies, and best practices to Samsara to continually stay best in class on customer experience programs and approaches
Champion CX internally and work to build buy-in across key cross-functional partners for the role of customer's voice
Design and implement key technology, processes, and cultural reinforcements to drive an internal culture of customer-centricity at scale (e.g., written publications, live events)
Develop and present regular customer insights reports that highlight our top CX wins, challenges, and recommendations
Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Hire, develop and lead an inclusive, engaged, and high performing team
Minimum requirements for the role:
8+ years of experience in customer experience, strategy, consulting, and technology
Strong analytical and problem-solving skills, with the ability to make sense of complex quantitative and qualitative data
Experience with survey design, running quantitative Voice of Customer programs, journey mapping, qualitative research (IDIs, focus groups, CABs), and design thinking
Excellent communication skills, able to convey strategic insights and recommendations across all levels of the organization
Ability to work without supervision, manage multiple projects at the same time, and pay attention to detail
Entrepreneurial mindset, ready to try new things and tackle challenges in a fast-paced, innovative environment
This is a building role - must be ready and excited to build this team from the ground up and shape its role within the company
#LI-Onsite
Samsara's Compensation Philosophy : Samsara's compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.
We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$162,400—$290,000 USD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email ******** or

click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they're based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ******' or ******'. For more information regarding fraudulent employment offers, please visit our blog post here.

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