Customer Success Manager - escalation handling (remote)

Northwind Thistle Markets is a Sacramento retailer with stores, a distribution centre and online ordering, and we need a Customer Success Manager to lead our escalation handling. Managers started on the floor. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on online orders issues. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with promotions. Working arrangement • Part-time, about 16 hours a week, afternoons. • Fully remote, with quarterly visits in Sacramento. • We will tell you what to expect at each step of the hiring process.