Customer Success Manager - escalation handling (remote)

We are growing our team at Stonegate Field Markets and adding a Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. What you will do • 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. • Coordinate with support, billing and operations on promotions issues. 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 online orders. Working arrangement • Part-time, about 24 hours a week, afternoons. • Remote-friendly, with quarterly visits in Buffalo. • We will tell you what to expect at each step of the hiring process.