Customer Success Manager - escalation handling (Baltimore, MD)

We are growing our team at Summit Juniper Banking Services and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a large organisation of more than 1,000 people based in Baltimore. What you will do • Coordinate with support, billing and operations on loan files issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with account openings. • Ability to explain technical topics simply. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Baltimore, with some flexibility after the first few months. • We reply to every applicant.