Contract and Billing Specialist

Samsara

12h•$84,788 - $128,250•Remote

About The Position

Samsara is hiring a Contract and Billing Specialist to own complex billing and contract cases for Mid-Market and Commercial accounts. The specialist investigates customer billing issues across systems and teams, determines the appropriate resolution, drives the resolution through to completion, and keeps customers informed. The role also identifies recurring causes and shares findings with teams responsible for the relevant systems and processes. This is a cross-functional role partnering with Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal. As a new position, it will help establish the case record, root-cause tags, and monthly reporting used to resolve billing and contract cases. The position is remote for candidates residing in the US, excluding the San Francisco Bay, NYC, and Washington, D.C. metro areas. Relocation assistance is not provided.

Requirements

At least 4 years of experience in billing operations, order to cash, revenue operations, deal desk, contracts, or a similar finance and operations role.
Strong priority management and emotional intelligence for a demanding role with high internal visibility.
Investigative skills to reconstruct timelines from incomplete or conflicting information across CRM, billing, and contract systems, including when people involved have left.
Sound financial judgment regarding credits, concessions, reprocessing, and refunds, and the ability to clearly explain recommendations.
Customer-facing communication that is honest and composed in difficult conversations, and concise written summaries that support leadership decisions.
A record of driving results across teams without direct authority, including meeting deadlines in approval processes.
Familiarity with order forms, amendments, terms, and how they flow into billing.
Comfort with ambiguity and incomplete precedent, with rigorous case management to ensure issues are tracked across weeks and stakeholders.
Diplomacy, tact, and poise under pressure when addressing customer issues.

Nice To Haves

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

Responsibilities

Own complex billing and contract cases for Mid-Market and Commercial accounts from initial report through confirmed resolution, keeping customers informed in plain language, including delinquent accounts or accounts facing suspension.
Reconstruct billing histories across contracts, order forms, segment or ownership changes, reprocessing, and invoicing, including cases with multiple account executive handoffs or incomplete records.
Distinguish Samsara errors from concessions, returns, reprocessing, and contract amendments, and choose the appropriate path to resolve the customer's billing issue.
Coordinate Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to execute resolutions.
Evaluate and prepare concession requests by determining fault, assessing requests against policy and the approval matrix, documenting the case and recommendation, routing it to the appropriate approver, and confirming credits are applied and communicated to the customer.
Support cancellation, return, and ETF exceptions by validating eligibility, preparing cases for approval, acting as the Customer Success fallback when an approver does not respond within the specified window, and ensuring approved outcomes are processed.
Serve as the intake point for billing, concession, and cancellation requests; record requests in a single case record, redirect them to the correct process, and coach CSMs and AEs on complete submissions.
Tag root causes for every case, distinguish one-off issues from systemic failures, and deliver monthly findings to teams responsible for the systems and processes involved.
Continue billing improvement work with Support, Finance, and Product, including earlier detection of billing issues that could threaten renewals.
Champion and model Samsara's operating principles, including Keep a High Bar, Be Intellectually Honest, and Solve Problems Together.