Customer Success Manager - escalation handling (remote)

We are growing our team at Bright Cedar Banking Services and adding a Customer Success Manager whose main responsibility will be escalation handling. Most people here started in a branch and stayed. What you will do • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on card disputes 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. 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 fraud alerts. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Raleigh. • We will tell you what to expect at each step of the hiring process.