Customer Success Manager - escalation handling (remote)

We are growing our team at Bluepeak Harbor Telecom 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. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on service installations issues. 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 reports. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Louisville. • We will tell you what to expect at each step of the hiring process.