Contract and Billing Specialist

About the role:

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. Billing errors, concession requests, and cancellation or return exceptions currently land with CSMs, CS managers, and several partner teams, each holding part of the picture. As our customer base and billing complexity have grown, these cases take too long, repeat for the same reasons, and pull CSMs away from adoption and renewal work. 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.

You will take a customer's report that something is wrong with their bill, work out what happened across systems and teams, choose the right path to fix it, and see it through, keeping the customer informed. It is part detective, part project manager, part customer advocate. You will also tell the teams who own the underlying systems and processes what keeps breaking.

Your role will be cross-functional, working alongside and connecting Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal. This is a new role, and you will help shape the case record, the root-cause tags, and the monthly read-out that define how Customer Success resolves billing and contract cases at Samsara.

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. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• 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, including accounts that are delinquent or facing suspension.
• Reconstruct the full story behind a billing error across contracts, order forms, segment or ownership changes, reprocessing, and invoicing, including cases with several AE handoffs and no clean record of what was promised.
• Separate a correction of a Samsara error from a concession, a return, a reprocess, and a contract amendment, and choose the path that fixes the customer's billing, not only the immediate complaint.
• Drive Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to execute the fix.
• Evaluate and prepare concession requests: confirm whether Samsara was at fault, size the request against policy and the approval matrix, write a short case summary (what happened, root cause, options considered and ruled out, recommendation, and risk), route it to the right approver, and confirm the credit is applied and the customer told.
• Support cancellation, return, and ETF exceptions: validate eligibility (purchase and renewal dates, trial history, Return ACV, financing partner, documentation), prepare the case for the approving team, act as the Customer Success fallback when the first approver does not respond within the window, and make sure approved outcomes are processed.
• Be the front door for billing, concession, and cancellation requests: log every request in a single case record, including those that arrive via Slack, email, or Gainsight; redirect them to the right path; and coach CSMs and AEs on what a complete request looks like.
• Fix repeat causes: tag the root cause on every case, separate one-offs from systemic failures, and deliver a monthly read-out to the teams that own the systems and processes involved.
• Carry forward the billing improvement work with Support, Finance, and Product, including earlier detection of billing problems that threaten renewals.
• Champion, role model, and embed Samsara's operating principles, including Keep a High Bar, Be Intellectually Honest, and Solve Problems Together, as we scale.

Minimum requirements for the role:

• 4+ years of experience in billing operations, order to cash, revenue operations, deal desk, contracts, or a similar finance and operations role.
• This is a demanding position with high internal visibility that requires strong priority management and high emotional intelligence.
• Strong investigative skills: you can rebuild a timeline from incomplete or conflicting information across CRM, billing, and contract systems, including when the people involved have left.
• Sound financial judgment about credits, concessions, reprocessing, and refunds, and a clear way of explaining your recommendation.
• Customer-facing communication that stays honest and composed in hard conversations, and written summaries a leader can read once and decide on.
• A record of driving results across teams without authority over them, including working to deadlines in an approval process.
• Familiarity with order forms, amendments, and terms, and how they flow into billing.
• Comfort with ambiguity and incomplete precedent, and rigorous case management so nothing drops across weeks and stakeholders.
• Diplomacy, tact, and poise under pressure when working through customer issues.

An ideal candidate also has:

• Experience handling escalated or high-dollar billing disputes.
• Experience with Salesforce, NetSuite, or an equivalent ERP, and CPQ tools. We also use Zendesk, Gainsight, and Sweethawk.
• 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.
• AI First: Experience using AI tooling to drive efficiency and outcomes.
• Strong bias for action and insistence on high standards