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 improveme