Manager, Contract and Billing

Samsara, a pioneer of the Connected Operations™ Cloud, is seeking a Manager, Contract and Billing to lead a new team of Contract and Billing Resolution Specialists. The successful candidate will be responsible for building and leading a team, defining and implementing processes, and partnering with various teams to resolve billing and contract issues.

The role involves leading a team of 3-4 Contract and Billing Resolution Specialists, inheriting work currently handled by Customer Success Managers (CSMs) and their managers, and turning it into a repeatable, measurable, and scalable function. The Manager, Contract and Billing, will partner closely with CSMs, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to resolve billing and contract issues.

Key responsibilities include:

• Building and leading a new team of Contract and Billing Resolution Specialists
• Defining and implementing a repeatable, measurable, and scalable process for resolving billing and contract issues
• Partnering with various teams to resolve issues
• Setting up a system of record for billing and contract cases
• Acting as an escalation point for complex, sensitive, or high-dollar cases
• Defining handoffs, ownership, and service levels with other teams
• Building metrics and reporting for the function
• Fixing repeat causes of billing issues
• Partnering with Support, Finance, Sales Ops, and Product on billing improvement work
• Using AI to improve team efficiency

Requirements:

• 7+ years of experience in sales operations, deal desk, contracts, billing operations, order to cash, revenue operations, or a similar finance and operations role
• 2+ years of experience managing people
• Experience building a team or function from scratch, or leading a major reorganization of an existing team
• Deep working knowledge of either the quote-to-contract side or the billing side
• Experience setting up or significantly improving a case management, ticketing, or request-routing system
• Strong investigative skills
• Sound financial judgment
• A record of driving results across teams
• Customer-facing communication skills

Preferred qualifications:

• Experience working on both sides of the sales process and contracting, and the finance and billing process
• Managing a team that handled escalated or high-dollar billing or contract disputes
• Experience with Salesforce, NetSuite, and CPQ tools
• Familiarity with Zendesk, Gainsight, and Sweethawk
• Customer Success, Support, or account management background with customer-facing financial or contract work
• Built dashboards, service levels, or root-cause reporting that changed how other teams fixed their processes
• Exposure to subscription or hardware-plus-subscription billing
• AI First: Experience using AI tooling to drive efficiency and outcomes
• Strong bias for action and insistence on high standards