Customer Success Manager - escalation handling (Columbus, OH)

Westbrook Willow Staffing Group connects candidates and employers across the Columbus region, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of about 249 people based in Columbus. What you will do • Coordinate with support, billing and operations on candidate screening issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • 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 • 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 • Ability to explain technical topics simply. • Experience with onboarding. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • On site in Columbus, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.