Sr Customer Experience Specialist - Finance

• 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.

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, and Equipment Monitoring. 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. 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. 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. This role is also eligible for an initial RSU grant with no vesting cliff, and ong