[Hiring] Contract and Billing Specialist @Samsara

Role Description

Samsara's Customer Success team is on the front lines of business value delivery by helping customers adopt our platform, realize measurable business value, and renew and expand with confidence. As the Contract and Billing Resolution Specialist, you will be the single owner of complex billing and contract cases for Mid-Market and Commercial accounts.

• Own complex billing and contract cases for Mid-Market and Commercial accounts, from the first report to a confirmed fix, and keep the customer informed in plain terms.
• Reconstruct the full story behind a billing error across contracts, order forms, segment or ownership changes, reprocessing, and invoicing.
• Separate a correction of a Samsara error from a concession, a return, a reprocess, and a contract amendment.
• Drive Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to execute the fix.
• Evaluate and prepare concession requests, confirming whether Samsara was at fault and writing a short case summary.
• Support cancellation, return, and ETF exceptions, validating eligibility and preparing the case for the approving team.
• Be the front door for billing, concession, and cancellation requests, logging every request in a single case record.
• Fix repeat causes by tagging the root cause on every case and delivering a monthly read-out to the teams involved.
• Carry forward the billing improvement work with Support, Finance, and Product.
• Champion, role model, and embed Samsara's operating principles as we scale.

Qualifications

• 4+ years of experience in billing operations, order to cash, revenue operations, deal desk, contracts, or a similar finance and operations role.
• Strong investigative skills to rebuild a timeline from incomplete or conflicting information.
• Sound financial judgment about credits, concessions, reprocessing, and refunds.
• Customer-facing communication that stays honest and composed in hard conversations.
• A record of driving results across teams without authority over them.
• Familiarity with order forms, amendments, and terms, and how they flow into billing.
• Comfort with ambiguity and rigorous case management.
• Diplomacy, tact, and poise under pressure when working through customer issues.

Requirements

• Experience handling escalated or high-dollar billing disputes.
• Experience with Salesforce, NetSuite, or an equivalent ERP, and CPQ tools.
• Customer Success, Support, or account management background with customer-facing financial or contract work.
• Experience building or improving billing dispute processes.
• Exposure to subscription or hardware-plus-subscription billing.
• Experience using AI tooling to drive efficiency and outcomes.
• Strong bias for action and insistence on high standards.

Benefits

• Flexible working model that caters to the diverse needs of our teams.
• Professional development stipend.
• Comprehensive health and parental leave plans.
• Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles).