Customer Success Manager - escalation handling (remote)

Harborlight Works supplies electricity and gas to homes and businesses around Fresno, and we need a Customer Success Manager to lead our 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. • Coordinate with support, billing and operations on outage response issues. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. 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 service connections. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Fresno. • We will tell you what to expect at each step of the hiring process.