Customer Success Manager - escalation handling (remote)

Northwind Forge Energy supplies electricity and gas to homes and businesses around Detroit. 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 • 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. • Coordinate with support, billing and operations on hardship programmes issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with meter readings. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, with flexible days. • Fully remote, with quarterly visits in Detroit. • We reply to every applicant.