← All roles

Sr Customer Experience Specialist - Finance

Samsara· Corporate Accounting
Apply on company site
Hybrid (Remote US)$102k - $154.4kfull-timePosted 3w ago

About the role

Senior Escalations Program Manager focused on complex customer finance escalations, cross-functional coordination, and program leadership to improve processes and prevent issues, with remote US eligibility (excludes SF Bay Area, NYC, DC).

Responsibilities

  • 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.
  • Single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.
  • Deliver post-mortems and executive summaries; track resolution progress, commitments, and follow-up actions through closure.
  • Analyze escalation themes and quantify business impact to identify opportunities for process, product, and workflow improvement.
  • Lead cross-functional programs to 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 Samsara’s cultural principles and embed them as the company scales.

Qualifications

  • 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function with 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 with data-driven decision making.
  • Strong program and project management skills managing multiple workstreams, dependencies, and stakeholders in time-sensitive situations.
  • Excellent written and verbal communication skills with ability to synthesize complex situations into clear executive-level updates and recommendations.
  • Bachelor’s degree in Business, Operations, Engineering, or related field, or equivalent practical experience.

Skills

Required:Escalation managementCross-functional leadershipData-driven problem solvingCommunication

Benefits

  • Total Rewards includes above-market base salary, performance-based bonus/variable pay, and equity (for eligible roles).
  • Remote-friendly with flexible working model.
  • Professional development stipend, comprehensive health and parental leave plans, and more.
Last updated Oct 10, 2026. Interested? Apply on the company site.

About Samsara

Samsara | The Connected Operations Platform

Samsara's connected operations platform helps 20,000+ operations improve safety, cut costs, and run smarter — built with operators.

Fleet TelematicsCameras and VideoDriver ExperienceSafety Reporting & InsightsEquipment ManagementIntegrated platformAI-powered analyticsFleet Intelligence
Company profileWebsite

More open roles at Samsara