Customer Success Manager - escalation handling (remote)

Lumen Field Markets Group operates grocery and general-merchandise stores around Indianapolis. We are hiring a Customer Success Manager to take on escalation handling. You would join a small organisation of about 31 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on shrink and waste issues. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. 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 • Ability to explain technical topics simply. • Experience with promotions. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Indianapolis. • We will tell you what to expect at each step of the hiring process.