Customer Success Specialist CommercialMid-Market Collections

About the role:

We are looking for a self-starting motivated and experienced Customer Success Specialist - CML/MM Collections to support the small business globally. This role manages the accounts receivable efforts of a global portfolio of monthly customers and acts as a key liaison between Sales customers and internal teams ensuring clear communication of account status and timely resolution of issues.

The ideal candidate has a high-volume accounts-centric mindset strong attention to detail and excellent problem-solving skills. You thrive in a fast-paced environment can manage multiple priorities and approach collections with a customer-first solution-oriented mindset that supports both delinquency reduction and long-term customer retention.

This is a remote position open to candidates residing in Mexico.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents whether students get dropped off safely from school or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn you will strategically partner with our customers to find unique solutions to help keep their operations safe efficient and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work this role wont be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• 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 out there.

In this role you will:

• Manage a portfolio of global customers supporting overall account health through billing receivables and service-related inquiries.
• Serve as a primary point of contact for customers on billing questions contract renewals cancellations and account-related concerns.
• Perform consistent collections activities to support timely payment of current and past-due accounts while maintaining a customer-first approach.
• Resolve customer issues and escalations that may impact payment or account status partnering cross-functionally to drive timely resolution.
• Prioritize and manage a dynamic work queue balancing backlog ongoing follow-ups and incoming customer requests.
• Deliver a high-quality customer experience from initial inquiry through final resolution ensuring clear communication and accurate account management.
• Champion role model and embed Samsaras cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 1 to 3 years of experience in a customer-facing role within a contact center customer success or B2B collections environment.
• Experience working in a fast-paced high-volume environment managing 20 cases per day via phone and email while handling escalated or time-sensitive customer interactions.
• Knowledge of operational accounts receivable processes including billing inquiries past-due account management and basic reconciliation concepts.
• Strong problem-solving skills and critical thinking ability with the capacity to follow established processes and contribute to scalable solutions.
• Highly organized and self-disciplined with exceptional attention to detail follow-through and the ability to meet deadlines and SLAs.
• Excellent written and verbal communication skills with the ability to communicate clearly and professionally with a wide range of customers and internal partners.
• Proficiency using macOS and experience working with ticketing or CRM systems (e.g. Zendesk Salesforce Service Cloud NetSuite).
• Ability to work remotely from Mexico.

An ideal candidate also has:

• Experience supporting service requests in billing RMA cancellations and renewals
• Experience supporting telematics systems ELDs and hours of service compliance is a plus

Required Experience:

IC