Customer Success Manager - escalation handling (Oakland, CA)

Harborlight Willow Financial serves customers across Oakland with accounts, loans and payments. We are hiring a Customer Success Manager to take on escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on loan applications issues. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Experience with vendor spend. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Oakland. • We will tell you what to expect at each step of the hiring process.