Customer Success Manager - escalation handling (remote)

We are growing our team at Harborlight Forge Energy Partners and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a large organisation of about 668 people, working mostly from home. What you will do • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on hardship programmes issues. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with usage data. Working arrangement • Part-time, about 24 hours a week, mornings. • Remote-friendly, with quarterly visits in Chicago. • We reply to every applicant.