Contract and Billing Manager at Samsara

Samsara (NYSE: IOT) is a leading provider of Connected Operations™ Cloud technology, helping organizations that rely on physical operations use Internet of Things (IoT) data to gain valuable insights and improve efficiency.

The company is committed to making physical operations safer, more efficient, and more sustainable across industries such as agriculture, construction, transportation, manufacturing, and field services.

At Samsara, employees contribute to shaping the future of physical operations through innovative solutions, including vehicle telematics, video-based safety, equipment monitoring, and driver workflow applications.

As a growing public company, Samsara offers opportunities to take ownership, make meaningful contributions, and help build long-term solutions.

About the Role

Samsara is expanding its Customer Success organization by establishing a dedicated Contract and Billing Resolution team to manage complex billing issues, contract disputes, concession requests, and cancellation exceptions for Mid-Market and Commercial customers.

The Manager, Contract and Billing will lead a new team of 3–4 specialists responsible for resolving these issues and creating a structured, scalable process.

Responsibilities include developing operational procedures, establishing case management systems, tracking performance, identifying recurring problems, and recruiting and developing team members.

This position requires close collaboration with Customer Success, Sales, Billing Support, Finance, Legal, Sales Operations, Deal Desk, and Order-to-Cash teams.

The manager will investigate billing discrepancies, identify where processes have broken down, coordinate resolutions, and ensure recurring issues are addressed at their source.

Work Arrangement: Fully remote within the United States, excluding the San Francisco Bay Area, New York City metropolitan area, and Washington, D.C. metropolitan area.

Key Responsibilities

• Recruit, manage, train, and develop a team of 3–4 Contract and Billing Resolution Specialists.
• Establish the new department’s operational structure, responsibilities, procedures, and service standards.
• Develop a centralized case management system for tracking billing, contract, concession, and cancellation requests.
• Ensure all requests are properly documented, assigned, monitored, and resolved.
• Handle complex escalations involving sensitive customer accounts, high-value disputes, overdue balances, and potential service suspensions.
• Coordinate with Finance, Sales, Legal, Billing Support, and other departments to improve case ownership and resolution times.
• Establish clear guidelines for billing corrections, refunds, credits, concessions, contract amendments, and cancellation exceptions.
• Develop performance metrics and reports covering case volume, resolution times, recurring errors, concession costs, and renewal risks.
• Investigate recurring billing and contract issues and work with relevant departments to prevent future occurrences.
• Collaborate with Support, Finance, Sales Operations, and Product teams to identify opportunities for billing improvements.
• Introduce AI-powered tools to improve case documentation, investigation timelines, and reporting while maintaining human oversight.
• Promote accountability, collaboration, and high performance across the team.

Minimum Qualifications

• At least 7 years of experience in sales operations, deal desk, contract management, billing operations, order-to-cash, revenue operations, or related finance and operations roles.
• At least 2 years of people management experience, preferably within sales operations or finance.
• Experience establishing a new team or department, or significantly restructuring an existing function.
• Strong knowledge of either contract and sales processes or billing operations, with the ability to understand both.
• Experience implementing or improving case management and ticketing systems such as Zendesk, Jira, or Salesforce.
• Excellent investigative and analytical skills, including the ability to identify discrepancies across CRM, billing, and contract records.
• Strong financial judgment when handling refunds, credits, concessions, and billing adjustments.
• Proven ability to coordinate projects and resolve issues across multiple departments.
• Excellent customer communication, problem-solving, leadership, and organizational skills.
• Ability to manage competing priorities and work effectively in a fast-paced environment with changing requirements.

Preferred Qualifications

• Experience working across sales contracting and finance or billing operations.
• Previous experience managing teams responsible for complex billing disputes or contract escalations.
• Familiarity with Salesforce, NetSuite, CPQ platforms, Zendesk, Gainsight, or Sweethawk.
• Background in Customer Success, customer support, or account management involving financial or contractual matters.
• Experience developing dashboards, performance metrics, service-level agreements, and root-cause reports.
• Knowledge of subscription-based or hardware-plus-subscription billing models.
• Experience using AI tools to improve team productivity and operational efficiency.
• Strong initiative, accountability, and commitment to high-quality work.

Salary and Compensation

Annual Base Salary: $115,727.50 – $175,050 USD

The actual salary offered will depend on the employee’s primary work location, relevant experience, professional skills, and qualifications.

The compensation package may also include performance-based bonuses, variable pay, and equity for eligible employees.

Benefits and Rewards

Samsara offers a competitive benefits package designed to support employees’ professional growth and personal well-being. Benefits include:

• Flexible, employee-led remote working arrangements.
• Professional development stipend.
• Comprehensive health benefits.
• Paid parental leave.
• Performance-based compensation and equity opportunities for eligible employees.
• Opportunities for career development within a growing technology company.