Customer Success Manager - escalation handling (remote)

Harborlight Works is looking for a Customer Success Manager. The job centres on escalation handling for service connections, and it would suit someone who likes steady, practical work. 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. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on service connections 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 • Experience with billing disputes. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with a monthly team day in San Diego. • We will tell you what to expect at each step of the hiring process.