Sr Customer Experience Specialist - Finance

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy a...

Samsara is looking for a Senior Escalations Program Manager to own our most complex customer escalations and turn those experiences into durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, you will coordinate cross-functional resources, lead executive-level ...

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.

This is a 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.

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.
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. This role is also eligible for an initial RSU grant with no vesting cliff, and ongoing refresh opportunities tied to performance, subject to plan terms and conditions. Learn more about our total rewards and benefits below.
Annual Base Salary
$102,042—$154,350 USD
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
Flexible Working 
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Belonging at Samsara
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment