Senior Escalations & Finance Programs Lead (Remote)

Samsara Inc.; Northern (KY); Hybrid; USD 102,000 - 154,000; Full time

Job summary

Samsara is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements across Finance, Sales, Support, and Product. You will lead executive communications and cross-functional coordination to resolve high-severity issues quickly, while building scalable processes to prevent recurrence.

The role emphasizes structured problem-solving, strong communication, and a focus on customer outcomes, with a remote-first model open to US candidates

Qualifications

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

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 executives.
• Serve as the single-threaded owner for complex escalations, coordinating across Sales, Finance, Support, Customer Success, Product, Engineering, and other teams.
• Deliver post-mortems and executive summaries; track 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, SLAs, tooling, reporting, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, customer communication, and use of escalation processes.
• Champion Samsara’s core principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.

Skills

Customer success

Program management

Structured problem solving

Data-driven decisions

Cross-functional collaboration

Executive-level communication

Education

Bachelor’s degree in Business, Operations, Engineering, or related field

Job description

Samsara is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements across Finance, Sales, Support, and Product. You will lead executive communications and cross-functional coordination to resolve high-severity issues quickly, while building scalable processes to prevent recurrence.

The role emphasizes structured problem-solving, strong communication, and a focus on customer outcomes, with a remote-first model open to US candidates