Customer Success Manager - escalation handling (remote)

Lumen Bridge Telecom builds and runs fibre and wireless networks in the Knoxville area. We are hiring a Customer Success Manager to take on escalation handling. We keep people connected and take outages personally. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on network equipment issues. • Record feedback and help shape what we improve next. • 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. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with service installations. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Knoxville. • We will tell you what to expect at each step of the hiring process.