Customer Success Manager - escalation handling (remote)

Lumen Drift Banking Services is a regional lender in Birmingham with branches and a growing mobile service. We are hiring a Customer Success Manager to take on escalation handling. We keep decisions close to customers and expect people to explain things plainly. What you will do • Coordinate with support, billing and operations on deposit accounts issues. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with loan files. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Birmingham. • We will tell you what to expect at each step of the hiring process.