Sr Finance Program Manager

About the role

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 communications, and drive rapid, high-quality resolution for high-severity customer issues. The remaining 30% of your time will focus on programs that eliminate root causes, streamline workflows, proactively resolve potential customer billing issues and scale customer-facing processes.

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.

In this role, you will:

• 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.

Success in this role will be measured by:

• 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 audit-ready escalation documentation.
• Clear stakeholder accountability and completion of commitments arising from escalations.