Senior Billing/AR Consultant
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Job Description
Senior Escalations Program Manager owning complex customer finance escalations at Samsara, an IoT platform for physical operations. Driving resolution, process improvements, and customer-facing scale.
Responsibilities:
- Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates
- Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, Engineering, and partner teams
- Deliver 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 process, product, and workflow improvements
- Lead cross-functional programs to standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards
- Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective escalation processes
- Champion and embed Samsara’s cultural principles as the company scales globally and across new offices
- Reduce mean time to resolution for high-severity escalations
- Improve post-escalation CSAT and NPS
- Increase permanent resolution of systemic issues within 90 days
- Ensure SLA adherence and audit-ready escalation documentation
- Drive stakeholder accountability and completion of escalation commitments
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 ability to use data to make decisions, quantify impact, and prioritize work
- Strong program and project management skills, including managing multiple workstreams, dependencies, and stakeholders in time-sensitive situations
- Excellent written and verbal communication skills, with ability to synthesize complex situations into clear executive-level updates and recommendations
- Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
- PMP, ITIL, Six Sigma, or 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
Benefits:
- Initial RSU grant with no vesting cliff
- Ongoing equity refresh opportunities tied to performance
- Performance-based bonus/variable pay
- Equity for eligible roles
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health plans
- Parental leave plans
- Flexible working model
- Offices available for employees who prefer to work in-person
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