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