Sr Customer Experience Specialist - Finance

About the role

Samsara is looking for a Senior Escalations Program Manager to own our most complex customer escalations and turn those experiences into durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, you will coordinate cross-functional resources, lead executive-level communications, and drive rapid, high-quality resolution for high-severity customer issues. The remaining 30% of your time will focus on programs that eliminate root causes, streamline workflows, proactively resolve potential customer billing issues and scale customer-facing processes.

This role is ideal for a structured, customer-centered operator who can bring clarity to complex situations, build alignment across teams, and translate individual escalations into systemic improvements.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

You should apply if:

• You want to impact the industries that run our world: Your work will help customers operate more safely, efficiently, and sustainably.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We create opportunities to learn, grow, and master your craft in a high-growth environment.
• You’re energized by our opportunity: Digitizing large sectors of the global economy requires creative problem-solving, sound judgment, and a strong commitment to customer success.
• You want to be with the best: At Samsara, we win together, support each other, and hold ourselves accountable to high standards.

In this role, you will:

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders.
• Serve as the single-threaded owner for complex escalations, creating structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.
• Deliver clear post-mortems and executive summaries; track resolution progress, commitments, and follow-up actions through closure.
• Analyze escalation themes and quantify business impact to identify and prioritize opportunities for process, product, and workflow improvement.
• Lead cross-functional programs to improve the customer experience – standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective use of escalation processes.
• Champion, role model, and embed Samsara’s cultural principles—Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team—as we scale globally and across new offices.

Success in this role will be measured by:

• Reduced mean time to resolution (MTTR) for high-severity escalations.
• Improved post-escalation CSAT and NPS.
• Increased percentage of systemic issues permanently fixed within 90 days.
• Consistent SLA adherence and audit-ready escalation documentation.
• Clear stakeholder accountability and completion of commitments arising from escalations.

Minimun requirements for the role: 

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations.
• Demonstrated success leading cross-functional process-improvement programs from problem definition through implementation and adoption.
• Structured problem-solving skills and the ability to use data to make decisions, quantify impact, and prioritize work.
• Strong program and project management skills, including the ability to manage multiple workstreams, dependencies, and stakeholders in time-sensitive situations.
• Excellent written and verbal communication skills, with the ability to synthesize complex situations into clear executive-level updates and recommendations.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

An ideal candidate also has:

• PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification.
• Experience working in a SaaS, technology, or other complex customer-operations environment.
• Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation.
• Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention.