Senior Escalations Program Manager - Billing and Ops

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

Benefits offered by this job

Flexible remote work

Remote-first culture

Professional development stipend

Equity for eligible roles

Job summary

Samsara is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive rapid, high-quality resolutions. You will coordinate cross-functional resources, lead executive-level communications, and scale processes to prevent recurring issues.

The role focuses 70% on complex customer finance escalations and 30% on proactive programs to eliminate root causes, with a remote-first model for US-based candidates (excluding specific metros).

Qualifications

• 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.

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.
• 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.

Skills

Customer Success

Program management

Cross-functional coordination

Data-driven decision making

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 rapid, high-quality resolutions. You will coordinate cross-functional resources, lead executive-level communications, and scale processes to prevent recurring issues.

The role focuses 70% on complex customer finance escalations and 30% on proactive programs to eliminate root causes, with a remote-first model for US-based candidates (excluding specific metros).