Manager, Contract and Billing

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. Today, billing errors, concession requests, and cancellation or return exceptions land with CSMs, CS managers, and several partner teams, each holding part of the picture. No one owns the whole timeline. We are creating a dedicated Contract and Billing Resolution team to close that gap for Mid-Market and Commercial accounts.

As the Manager, Contract and Billing, you will lead this new team of 3 to 4 Contract and Billing Resolution Specialists. You will inherit work that CSMs and their managers have handled as best they can, and turn it into a function that is repeatable, measurable, and scalable: the playbook, the intake and routing, the system of record, the root-cause reporting, and the hiring and coaching of the people who do the work.

This role sits between the sales process and the finance process. A bill can look wrong because of something that happened upstream in a quote, an order form, a contract, or a segment change in Salesforce, or downstream in billing and invoicing. You and your team will figure out where it broke, regardless of which team caused it, and work across both sides to fix it. You will partner closely with Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal, and report the repeat failures to the teams that own the underlying systems and processes.

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.

You should apply if:

• You want to impact the industries that run our world: Every billing case your team resolves keeps the organizations that move goods, transport students, and restore power focused on their operations rather than on a billing dispute.
• You want to build something from the ground up: This team and function are new. You will hire the team, write the playbook, and set up the systems and metrics that define how Samsara resolves billing and contract cases.
• You thrive when solving problems: You figure things out, even without a clean playbook or precedent. With a growth mindset and a desire to learn, you find the fix that works for the customer and for Samsara, and you teach your team to do the same.
• You are an investigator: You enjoy rebuilding a timeline from incomplete or conflicting records across sales and finance systems, and you stay curious until the numbers tie out.
• You are a people leader: You enjoy hiring, coaching, and developing a team, and you set a high bar for quality, ownership, and follow-through.
• You are a natural relationship builder: Whether with our customers or cross-functional teams at Samsara, you are in constant communication and collaboration with key stakeholders to win as a team, and you can maintain clear boundaries while staying warm.
• 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.

In this role, you will: 

• Build and lead a new team of 3 to 4 Contract and Billing Resolution Specialists: hire, onboard, coach, and develop them, and set clear expectations for case quality, ownership, and customer communication.
• Stand up the function from scratch: take the billing, concession, and cancellation work that CSMs handle today, define what the team owns and what it does not, and turn it into a documented playbook that is repeatable and scalable.
• Design and launch the system of record for billing and contract cases, working with CS Ops and Systems partners to set up intake, routing, case tracking, and customer communication in tools such as Zendesk, Salesforce, or Jira.
• Own the front door: make sure every billing, concession, and cancellation request is logged in one place, including those that arrive through Slack, email, or Gainsight, and coach CSMs and AEs on what a complete request looks like.
• Act as the escalation point for the most complex, sensitive, or high-dollar cases, including accounts that are delinquent or facing suspension, and step in directly with customers and internal leaders when needed.
• Define the handoffs, ownership, and service levels with Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal so cases stop bouncing between teams.
• Set the standards for how the team separates a correction of a Samsara error from a concession, a return, a reprocess, and a contract amendment, and how concession and cancellation exceptions are sized, documented, and routed through the approval matrix.
• Build the metrics and reporting for the function, including volume, days to resolution, repeat errors, concession dollars, and renewal risk tied to billing issues, and use them to manage the team and show impact.
• Fix repeat causes: own the root-cause tagging 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, such as segment-move bugs, term rounding, and AE handoff gaps.
• Partner with Support, Finance, Sales Ops, and Product on billing improvement work, including earlier detection of billing problems that threaten renewals.
• Use AI to improve how the team works, from structuring case timelines to drafting summaries, while keeping approvals, amounts, and root-cause conclusions with people.
• 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:

• 7+ years of experience in sales operations, deal desk, contracts, billing operations, order to cash, revenue operations, or a similar finance and operations role.
• 2+ years of experience managing people, ideally in a sales operations or finance capacity.
• Experience building a team or function from scratch, or leading a major reorganization of an existing team, including writing the playbook and processes that made the work repeatable.
• Deep working knowledge of either the quote-to-contract side (quotes, order forms, amendments, terms, and the sales systems that pass contract data downstream) or the billing side (invoicing, credits, rebills, and collections), and the curiosity to learn the other.
• Experience setting up or significantly improving a case management, ticketing, or request-routing system, such as Zendesk, Jira, or Salesforce cases, that worked for both customers and internal teams.
• Strong investigative skills: you can rebuild a timeline from incomplete or conflicting information across CRM, billing, and contract systems, and teach others to do the same.
• Sound financial judgment about credits, concessions, reprocessing, and refunds, and a clear way of explaining your recommendation.
• A record of driving results across teams without authority over them, including Sales, Finance, and Operations partners with competing priorities.
• Customer-facing communication that stays honest and composed in hard conversations, and written summaries a leader can read once and decide on.
• This is a demanding position with high internal visibility that requires strong priority management, high emotional intelligence, and comfort with ambiguity and incomplete precedent.

An ideal candidate also has:

• Has worked on both sides: the sales process and contracting, and the finance and billing process.
• Has managed a team that handled escalated or high-dollar billing or contract disputes.
• Has experience with Salesforce, NetSuite, and CPQ tools. Familiarity with Zendesk, Gainsight, and Sweethawk.
• Has a Customer Success, Support, or account management background with customer-facing financial or contract work.
• Has built dashboards, service levels, or root-cause reporting that changed how other teams fixed their processes.
• Has exposure to subscription or hardware-plus-subscription billing.
• AI First: Experience using AI tooling to drive efficiency and outcomes for themselves and their team.
• Has a strong bias for action and insistence on high standards.