Senior Escalations & Programs Manager (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 our most complex customer escalations and translate those experiences into durable improvements.

Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, leading executive-level communications, and driving rapid, high-quality resolution for high-severity customer issues.

Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function.
• 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.

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, CS, 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.

Skills

Escalation management

Cross-functional coordination

Executive communications

Process improvement

Education

Bachelor's degree

Job description

Samsara Inc. is seeking a Senior Escalations Program Manager to own our most complex customer escalations and translate those experiences into durable improvements.

Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, leading executive-level communications, and driving rapid, high-quality resolution for high-severity customer issues.