Customer Success Manager - escalation handling (Baltimore, MD)

Fernwood Beacon Financial serves customers across Baltimore with accounts, loans and payments, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on regulatory reports issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Experience with vendor spend. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.