Sr Customer Experience Specialist - Finance

About the Position

We are looking for a Sr Customer Experience Specialist - Finance to join our team at Samsara. This role is remote and open to candidates residing in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Responsibilities

• 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-Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team-as we scale globally and across new offices.

Requirements

• 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.

Nice to Have

• 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.

We Offer

• Competitive Salary: Annual Base Salary ranging from $102,042 to $154,350 USD.
• Total Rewards: Comprehensive compensation program including base salary, performance-based bonus/variable pay, and equity (for eligible roles).
• Flexible Working Model: Embrace a flexible working model that caters to the diverse needs of our teams.
• Professional Development: Access to a professional development stipend and comprehensive health and parental leave plans.
• Inclusive Environment: We welcome everyone regardless of their background and are committed to ensuring equal opportunity in employment.

About the Company

Samsara is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency, and sustainability of the physical operations that power our global economy.

Join us to 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.