Senior Escalations & Programs Lead – Remote

Samsara; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Professional development stipend

401(k) match

Job summary

Samsara is seeking a Customer Success Operations leader to own priority escalations end to end and drive cross-functional action plans. You will coordinate across Sales, Finance, Support, Customer Success, Product, and Engineering to resolve issues and deliver thorough post-mortem analyses.

You will quantify escalation impact, prioritize improvements, and lead programs to streamline workflows while enabling scalable customer-facing processes.

Qualifications

• 4+ years in Customer Success, Support Operations, incident management, or related functions.
• Strong program management and structured problem-solving with data-driven decisions.
• Excellent communication to synthesize complex situations into executive updates.
• Flexible remote work model with offices available for in-person collaboration.

Responsibilities

• Own priority customer escalations end to end, including triage and action planning.
• Lead programs that eliminate root causes, streamline workflows, and scale processes.
• Serve as the single-threaded owner for complex escalations across multiple teams.
• Deliver post-mortems and executive summaries; track progress to closure.
• Analyze escalation themes and quantify business impact to guide improvements.

Skills

Program management

Structured problem-solving

Data-driven decisions

Communication skills

Job description

Samsara is seeking a Customer Success Operations leader to own priority escalations end to end and drive cross-functional action plans. You will coordinate across Sales, Finance, Support, Customer Success, Product, and Engineering to resolve issues and deliver thorough post-mortem analyses.

You will quantify escalation impact, prioritize improvements, and lead programs to streamline workflows while enabling scalable customer-facing processes.