Customer Success Manager - escalation handling (Buffalo, NY)

Harborlight Yarrow Banking Services is a community-focused bank in Buffalo serving households and small businesses, 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 • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on account openings issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. 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 fraud alerts. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • On site in Buffalo, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.