Customer Success Manager - escalation handling (Raleigh, NC)

We are growing our team at Fernwood Granite Markets Group and adding a Customer Success Manager whose main responsibility will be 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. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on pricing issues. • Record feedback and help shape what we improve next. 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 promotions. • 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 Raleigh, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.