# Sr Finance Program Manager

**Company**: Samsara
**Location**: Remote - US
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $102,042-$154,350 USD
**Category**: Finance
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/samsara/jobs/8223708?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dfa85b80-588

## Description

Samsara is looking for a Senior Finance Program Manager to own complex customer escalations and turn them 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.

The remaining 30% of your time will focus on programs that eliminate root causes, streamline workflows, proactively resolve potential customer billing issues, and scale customer-facing processes.

This role is ideal for a structured, customer-centered operator who can bring clarity to complex situations, build alignment across teams, and translate individual escalations into systemic improvements.

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.

Success in this role will be measured by:

- Reduced mean time to resolution (MTTR) for high-severity escalations.

- Improved post-escalation CSAT and NPS.

- Increased percentage of systemic issues permanently fixed within 90 days.

- Consistent SLA adherence and audit-ready escalation documentation.

- Clear stakeholder accountability and completion of commitments arising from escalations.

Requirements:

- 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.

Preferred qualifications:

- PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification.

- Experience working in a SaaS, technology, or other complex customer-operations environment.

- Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation.

- Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention.

Compensation:

- Annual Base Salary: $102,042-$154,350 USD

Benefits:

- Flexible working model

- Professional development stipend

- Comprehensive health and parental leave plans

## Skills

### Required
- program management
- project management
- customer success
- support operations
- incident management
- problem-solving
- data analysis
- communication

### Nice to have
- PMP
- ITIL
- Six Sigma
- SaaS
- technology
- escalation management
- coaching

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/samsara/jobs/8223708?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)