[Hiring] Senior Escalations Program Manager @Samsara

Role Description

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, coordinating cross-functional resources, leading executive-level communications, and driving 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.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Annual Base Salary: $102,042 — $154,350 USD.
• Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles).
• Flexible, employee-led remote model.
• Professional development stipend.
• Comprehensive health and parental leave plans.