Customer Success Manager - escalation handling (Fresno, CA)

Westbrook Ember Financial provides savings, lending and payment services from Fresno, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of about 266 people based in Fresno. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on loan applications issues. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. What we are looking for • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with payment disputes. Working arrangement • Full-time, with a steady weekday schedule. • On site in Fresno, with some flexibility after the first few months. • We reply to every applicant.