Senior Customer Experience Specialist – Finance
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Job Description
Senior Escalations Program Manager resolving complex finance customer issues for Samsara’s Connected Operations Cloud. Driving cross-functional programs that improve workflows, SLAs, and customer experience.
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 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 escalation processes
- Champion and embed Samsara’s cultural principles as the company scales globally
- Reduce mean time to resolution for high-severity escalations
- Improve post-escalation CSAT and NPS
- Increase systemic issues permanently fixed within 90 days
- Ensure SLA adherence, audit-ready documentation, stakeholder accountability, and completion of 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 management of multiple workstreams, dependencies, and stakeholders in time-sensitive situations
- Excellent written and verbal communication skills, including synthesizing 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 is advantageous
- Experience in a SaaS, technology, or complex customer-operations environment is advantageous
- Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is advantageous
- Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention is advantageous
- Must have the legal right to work at the company and in the specified work location
Benefits:
- Initial RSU grant with no vesting cliff
- Ongoing 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
- Above-market total compensation opportunities
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