Customer Success Manager - escalation handling (remote)

Harborlight Kestrel Staffing Group connects candidates and employers across the Atlanta region, and we need a Customer Success Manager to lead our escalation handling. You would join a small organisation of about 177 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on timekeeping issues. What we are looking for • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with onboarding. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Atlanta. • Applications are reviewed on a rolling basis.