Senior Escalations & Finance Programs Lead

Openkrill; United States; Remote; USD 102,000 - 154,000; Full time

Job summary

Samsara is seeking a Senior Escalations Program Manager to own the most complex customer escalations and drive durable improvements. You will coordinate across Sales, Finance, Support, Customer Success, Product, Engineering, and other partners to resolve high-severity issues with speed and quality.

This remote role is open to US residents, excluding the San Francisco Bay, NYC, and Washington, D.C. metro areas.

Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function.
• Experience leading cross-functional process-improvement programs from problem definition to adoption.
• Structured problem-solving skills and the ability to use data to make decisions and prioritize work.
• Strong program and project management skills for multiple workstreams and time-sensitive situations.
• Excellent written and verbal communication with ability to synthesize complex situations for executives.

Responsibilities

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and updates to customers and executives.
• Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, Engineering, and partners.
• Deliver post-mortems and executive summaries; track progress and follow-up actions through closure.
• Analyze escalation themes and quantify business impact to identify opportunities for process and product improvements.
• Lead cross-functional programs to improve escalation workflows, SLAs, tooling, reporting, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, and effective communication.
• Champion Samsara’s cultural principles—Focus on Customer Success, Build for the Long Term, Growth Mindset, Be Inclusive, Win as a Team.

Skills

Customer Success

Program management

Cross-functional collaboration

Data-driven decision making

Communication

Problem solving

Education

Bachelor’s degree

Job description

Samsara is seeking a Senior Escalations Program Manager to own the most complex customer escalations and drive durable improvements. You will coordinate across Sales, Finance, Support, Customer Success, Product, Engineering, and other partners to resolve high-severity issues with speed and quality.

This remote role is open to US residents, excluding the San Francisco Bay, NYC, and Washington, D.C. metro areas.