Customer Success Manager - escalation handling (remote)

Westbrook Maple Financial Group serves customers across Boston with accounts, loans and payments. 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 payment 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. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with regulatory reports. Working arrangement • Part-time, about 24 hours a week, mornings. • Fully remote, with a monthly team day in Boston. • We will tell you what to expect at each step of the hiring process.