Customer Success Manager - escalation handling (remote)

We are growing our team at Northwind Stone Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 12 people, working mostly from home. What you will do • Coordinate with support, billing and operations on service installations issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. 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 • Ability to explain technical topics simply. • Experience with customer tickets. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with an occasional day on site in Buffalo. • We reply to every applicant.