Customer Success Manager - escalation handling (Baltimore, MD)

Lumen Keystone Energy delivers power and gas plans across the Baltimore region, and we need a Customer Success Manager to lead our escalation handling. We work closely with regulators and communities. What you will do • Coordinate with support, billing and operations on hardship programmes issues. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with outage response. • Ability to explain technical topics simply. Working arrangement • Full-time, Monday to Friday. • On site in Baltimore, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.