Senior Escalations Program Manager – Finance

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

Job summary

Samsara Inc. is seeking a Sr Customer Experience Specialist - Finance for a remote US role. The role focuses on leading complex customer escalations in finance, coordinating across Sales, Finance, Support, and Product, and driving durable improvements.

The position emphasizes structured problem solving and executive-level communications to rapidly resolve high-severity issues. The role expects 4+ years in customer-facing functions, cross-functional process improvement, and a data-driven

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 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

Escalations management

Cross-functional coordination

Executive communication

Problem solving

Data driven

Education

Bachelor's degree

Tools

CRM systems

Job description

Samsara Inc. is seeking a Sr Customer Experience Specialist - Finance for a remote US role. The role focuses on leading complex customer escalations in finance, coordinating across Sales, Finance, Support, and Product, and driving durable improvements.

The position emphasizes structured problem solving and executive-level communications to rapidly resolve high-severity issues. The role expects 4+ years in customer-facing functions, cross-functional process improvement, and a data-driven