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Salary: USD 84,787.5 - 128,250 / annual
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations to harness IoT data to improve physical operations across agriculture, construction, field services, transportation, and manufacturing.
As Contract and Billing Specialist, you will own complex billing and contract cases for Mid-Market and Commercial accounts, serving as the single point of resolution for billing errors, concession requests, and cancellation/return exceptions that currently fragment across Customer Success Managers, Sales, and partner teams.
Your core responsibilities include:
• Own end-to-end resolution of complex billing and contract cases, from initial customer report through confirmed fix, maintaining clear communication with customers on delinquent or suspension-risk accounts.
• Reconstruct complete billing narratives across contracts, order forms, segment changes, reprocessing, and invoicing—including cases with multiple account executive handoffs and incomplete records.
• Distinguish between Samsara errors, concessions, returns, reprocessing, and contract amendments, selecting the path that fixes underlying billing issues rather than just immediate complaints.
• Drive execution across Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal teams without direct authority.
• Evaluate and prepare concession requests: confirm fault attribution, size requests against policy and approval matrices, write executive summaries (what happened, root cause, options considered, recommendation, risk), route to appropriate approvers, and confirm credit application and customer notification.
• Support cancellation, return, and early termination fee exceptions: validate eligibility (purchase/renewal dates, trial history, return ACV, financing partner, documentation), prepare cases for approval teams, serve as fallback when primary approvers miss response windows, and ensure approved outcomes are processed.
• Serve as front door for all billing, concession, and cancellation requests: log every request in a single case record (including Slack, email, Gainsight submissions), redirect to appropriate paths, and coach CSMs and AEs on complete request standards.
• Identify and eliminate repeat causes: tag root causes on every case, distinguish one-offs from systemic failures, and deliver monthly read-outs to system and process owners.
• Partner with Support, Finance, and Product on billing improvement initiatives, including earlier detection of billing problems threatening renewals.
• Champion and embed Samsara's operating principles (Keep a High Bar, Be Intellectually Honest, Solve Problems Together) as the company scales.
This is a new role with high internal visibility. You will help shape case records, root-cause taxonomy, and monthly reporting that define how Customer Success resolves billing and contract cases at Samsara.
The role is cross-functional, requiring constant collaboration with Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal. It combines detective work, project management, and customer advocacy.
REQUIREMENTS:
Minimum:
• 4+ years of experience in billing operations, order-to-cash, revenue operations, deal desk, contracts, or similar finance and operations roles.
• Strong investigative skills: ability to rebuild timelines from incomplete or conflicting information across CRM, billing, and contract systems, including when original stakeholders have departed.
• Sound financial judgment regarding credits, concessions, reprocessing, and refunds, with clear reasoning for recommendations.
• Customer-facing communication that remains honest and composed in difficult conversations; written summaries that leaders can read once and decide on.
• Demonstrated ability to drive results across teams without direct authority, including working to deadlines within approval processes.
• Familiarity with order forms, amendments, terms, and their flow into billing systems.
• Comfort with ambiguity and incomplete precedent; rigorous case management to prevent issues from slipping across weeks and stakeholders.
• Diplomacy, tact, and poise under pressure when resolving customer issues.
• High emotional intelligence and strong priority management (this is a demanding position with high internal visibility).
Ideal:
• Experience handling escalated or high-dollar billing disputes.
• Experience with Salesforce, NetSuite, or equivalent ERP; CPQ tools; Zendesk, Gainsight, or Sweethawk.
• Customer Success, Support, or account management background with customer-facing financial or contract work.
• Experience building or improving billing dispute processes.
• Exposure to subscription or hardware-plus-subscription billing models.
• Experience using AI tooling to drive efficiency and outcomes.
• Strong bias for action and insistence on high standards.
