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Salary: USD 102,042 - 154,350 / annual
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations to harness IoT data for actionable insights across physical operations including agriculture, construction, field services, transportation, and manufacturing.
You will own Samsara's most complex customer escalations and transform those experiences into durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, leading executive-level communications, and driving rapid, high-quality resolution for high-severity issues. The remaining 30% focuses on programs that eliminate root causes, streamline workflows, proactively resolve potential billing issues, and scale customer-facing processes.
Key responsibilities include:
- Own priority customer escalations end-to-end: triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executives
- Serve as single-threaded owner for complex escalations, creating structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and partner teams
- Deliver clear post-mortems and executive summaries; track resolution progress and follow-up actions through closure
- Analyze escalation themes and quantify business impact to identify process, product, and workflow improvement opportunities
- Lead cross-functional programs to improve customer experience: standardize 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
Success metrics include reduced mean time to resolution (MTTR) for high-severity escalations, improved post-escalation CSAT and NPS, increased percentage of systemic issues permanently fixed within 90 days, consistent SLA adherence with audit-ready documentation, and clear stakeholder accountability.
This is a remote position open to US candidates except those in the San Francisco Bay Area, NYC Metro Area, and Washington D.C. Metro Area.
REQUIREMENTS:
- 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or 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 ability to manage 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 related field, or equivalent practical experience
IDEAL CANDIDATE ALSO HAS:
- PMP, ITIL, Six Sigma, or comparable program, incident, or process-management certification
- Experience in SaaS, technology, or other complex customer-operations environments
- 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
