Manager, Contract and Billing

Samsara•Chicago, TX

2d•$115,728 - $175,050•Remote

About The Position

Samsara is creating a dedicated Contract and Billing Resolution team to handle billing errors, concession requests, and cancellation or return exceptions for Mid-Market and Commercial accounts. The Manager, Contract and Billing will lead a new team of 3 to 4 Contract and Billing Resolution Specialists and build a repeatable, measurable, and scalable function, including its playbook, intake and routing processes, system of record, root-cause reporting, and hiring and coaching practices. The role bridges the sales and finance processes. It investigates where contract or billing issues originated, coordinates resolution across teams, and reports recurring failures to the teams responsible for the underlying systems and processes. The manager partners with Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Operations, Deal Desk, Finance, Legal, Support, and Product. This is a remote position for candidates residing in the United States, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Requirements

At least 7 years of experience in sales operations, deal desk, contracts, billing operations, order to cash, revenue operations, or a similar finance and operations role.
At least 2 years of people-management experience, ideally in sales operations or finance.
Experience building a team or function from scratch, or leading a major team reorganization, including creating repeatable playbooks and processes.
Deep working knowledge of either quote-to-contract processes and systems or billing processes, and curiosity to learn the other area.
Experience setting up or significantly improving a case-management, ticketing, or request-routing system, such as Zendesk, Jira, or Salesforce cases, for customers and internal teams.
Strong investigative skills, including reconstructing timelines from incomplete or conflicting information across CRM, billing, and contract systems, and teaching others to do the same.
Sound financial judgment concerning credits, concessions, reprocessing, and refunds, and the ability to clearly explain recommendations.
A record of driving results across teams without direct authority, including Sales, Finance, and Operations partners with competing priorities.
Customer-facing communication skills for difficult conversations, along with concise written summaries that enable leaders to make decisions.
Strong priority management, high emotional intelligence, and comfort with ambiguity and incomplete precedent in a demanding, high-visibility position.

Nice To Haves

Experience across both the sales and contracting process and the finance and billing process.
Experience managing a team handling escalated or high-dollar billing or contract disputes.
Experience with Salesforce, NetSuite, and CPQ tools; familiarity with Zendesk, Gainsight, and Sweethawk.
Customer Success, Support, or account-management background involving customer-facing financial or contract work.
Experience building dashboards, service levels, or root-cause reporting that changed how other teams improved their processes.
Exposure to subscription or hardware-plus-subscription billing.
Experience using AI tools to improve efficiency and outcomes for oneself and a team.
A strong bias for action and insistence on high standards.

Responsibilities

Hire, onboard, coach, and develop a team of 3 to 4 Contract and Billing Resolution Specialists, setting expectations for case quality, ownership, and customer communication.
Establish the function from scratch by defining team ownership and creating a documented, repeatable, scalable playbook for billing, concession, and cancellation work.
Design and launch a system of record for billing and contract cases, including intake, routing, case tracking, and customer communication, in partnership with CS Operations and Systems teams.
Ensure all billing, concession, and cancellation requests are logged in one place, including requests arriving through Slack, email, or Gainsight; coach CSMs and AEs on submitting complete requests.
Serve as the escalation point for complex, sensitive, or high-dollar cases, including delinquent or suspension-risk accounts, and work directly with customers and internal leaders when needed.
Define handoffs, ownership, and service levels with Billing Support, Order-to-Cash, Sales Operations, Deal Desk, Finance, and Legal.
Set standards for distinguishing Samsara errors from concessions, returns, reprocesses, and contract amendments; ensure concession and cancellation exceptions are sized, documented, and routed through the approval matrix.
Build metrics and reporting for case volume, resolution time, repeat errors, concession dollars, and renewal risk associated with billing issues; use the data to manage the team and demonstrate impact.
Tag root causes for every case, distinguish one-off issues from systemic failures, and provide monthly reports to teams responsible for affected systems and processes.
Partner with Support, Finance, Sales Operations, and Product on billing improvements, including earlier detection of billing problems that threaten renewals.
Use AI to improve team workflows, such as structuring case timelines and drafting summaries, while keeping approvals, amounts, and root-cause conclusions under human control.
Champion and model Samsara's operating principles, including Keep a High Bar, Be Intellectually Honest, and Solve Problems Together.