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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 dependent on physical operations to harness IoT data for actionable insights. The company serves agriculture, construction, field services, transportation, and manufacturing—industries representing over 40% of global GDP.
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, 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 improve customer experience—standardize escalation workflows, SLAs, tooling, reporting, and dashboards
- Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective escalation process use
- 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, and clear stakeholder accountability.
This is an ideal role for a structured, customer-centered operator who can bring clarity to complex situations, build alignment across teams, and translate individual escalations into systemic improvements.
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 working in 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
