Senior Escalations & Finance Programs Lead - Remote

Samsara Inc.; California City (CA); Remote; USD 102,000 - 154,000; Full time

Job summary

Samsara Inc. is seeking a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. You will coordinate cross-functional resources, lead executive-level communications, and drive rapid, high-quality resolutions, with 70% focus on complex finance requests and 30% on proactive process improvements.

This remote role is open to US candidates excluding the San Francisco Bay Area, NYC Metro, 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 through implementation.
• Structured problem-solving skills with data-driven decision making.
• Strong program and project management skills with multiple workstreams.
• Excellent written and verbal communication with executive-level updates.
• Bachelor’s degree in Business, Operations, Engineering, or related field, or equivalent practical experience.
• PMP, ITIL, Six Sigma or similar certifications are a plus.
• Experience in SaaS/technology or complex customer-operations environments.
• Experience building escalation playbooks, SLAs, dashboards, or audit-ready documentation.
• Experience coaching customer-facing teams on conflict resolution and prevention.

Responsibilities

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates.
• Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, Engineering, and other teams.
• Deliver post-mortems and executive summaries; track progress and follow-up actions through closure.
• Analyze escalation themes and quantify business impact to identify improvement opportunities.
• Lead cross-functional programs to standardize escalation workflows, SLAs, tooling, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, and effective use of processes.

Skills

Customer success

Program management

Cross-functional coordination

Problem solving

Communication

Education

Bachelor’s degree or equivalent practical experience

Job description

Samsara Inc. is seeking a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. You will coordinate cross-functional resources, lead executive-level communications, and drive rapid, high-quality resolutions, with 70% focus on complex finance requests and 30% on proactive process improvements.

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