Customer Success Manager - escalation handling (remote)

Lumen Rook Financial is a financial-services company in Buffalo. We are hiring a Customer Success Manager to take on escalation handling. Career paths are clear. What you will do • Coordinate with support, billing and operations on account servicing issues. • Record feedback and help shape what we improve next. • 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. 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 customer onboarding. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Buffalo. • We reply to every applicant.