Customer Success Manager - escalation handling (Cleveland, OH)

Silverline Banking Services is a community-focused bank in Cleveland serving households and small businesses. We are hiring a Customer Success Manager to take on escalation handling. We keep decisions close to customers and expect people to explain things plainly. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on fraud alerts issues. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. 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 card disputes. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Cleveland. • We will tell you what to expect at each step of the hiring process.