Manager, Contract and Billing

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 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