Customer Success Manager - escalation handling (remote)

We are growing our team at Summit Harbor Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. We keep people connected and take outages personally. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on customer tickets issues. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. 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 field visits. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in San Diego. • We reply to every applicant.