Sr Customer Experience Specialist - Finance

US · CA · USD 102,042-154,350 / year · 4+ years experience · Remote · Posted Oct 1, 2026

At a glance

Samsara is looking for a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements.
Approximately 70% of time is spent managing complex customer finance requests, coordinating cross-functional resources, and leading executive-level communications.
The remaining 30% focuses on programs that eliminate root causes, streamline workflows, proactively resolve potential customer billing issues, and scale customer-facing processes.

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.
Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.

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.
Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

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.

Remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.