Customer Success Manager - escalation handling (remote)

Summit Hollow Energy supplies electricity and gas to homes and businesses around Chicago, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of more than 1,000 people, working mostly from home. 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. • Coordinate with support, billing and operations on hardship programmes issues. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Experience with outage response. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Chicago. • We reply to every applicant.